The Guest Service Manager serves as the leader of the hotel team in the absence of the General Manager and is the role model and lead operational manager for the front desk.

This position requires open availability and work shifts may include weekends, evenings and holidays.

Employee-related duties :

• Interviewing.
• Hiring.
• Onboard and train Front Desk employees.
• Manage Front Desk schedules.
• Manage & attend staff meetings and department huddles.
• Employee Discipline (coach & counsel, disciplinary actions).
• Assist GM and Ownership with annual review process.

Hotel / position-related duties :

• Manage operational supplies for the department.
• Manage Treats shop.
• Manage Guest Recovery (includes Guest Complaints / Discrepancies, etc.).
• Ensure all training and documentation is complete and filed for QA.
• Manage New Hire Personnel Files.
• Maintain a Hilton SALT score for Overall Service above 77%.
• Perform all front desk shift functions.
• Cover department shifts as necessary.
• Ordering and maintaining uniforms for all Front Desk employees.
• Close salt alerts / guest assistance cases.
• Assist GM in budget process.
• Become proficient in R&I and GRO to assist GM in making daily changes.
• Additional duties as assigned or requested by management.

Job Qualifications / Requirements

To perform this job successfully, an individual must meet the minimum qualifications listed below. These qualifications are representative of the knowledge, skill and / or ability required to perform this job.

Education / Experience :

• A High School Diploma or a General Education Degree
• A minimum of 2 years related experience and / or training or an equivalent combination of education and experience.

Certificates / Licenses :

Have a valid Driver’s License and a bondable driving record

Physical Abilities :

• Frequently sit, stand, climb, walk, lift, pull / push, carry, grasp, reach, stoop / crouch, crawl, talk, hear, taste, or smell.
• Clearly see 20 feet, with or without corrective lenses and differentiate between colors (no color blindness)

Mental & Other Skills / Abilities :

Adaptability : ability to adapt to changes, delays or unexpected events in the work environment; ability to manage competing demands and prioritize tasks;

ability to change approach or method to best fit the situation.

Analytical Ability : ability to maintain focus for extended periods of time; ability to complete research projects with resourcefulness and persistence;

ability to synthesize complex or diverse information; ability to use intuition and experience to complement existing data.

Computer / Technical Ability : working knowledge of :

Word Processing software

Spreadsheet software

Internet software

Dependability : ability to follow instructions, both in written and verbal format; ability to respond to management direction;

ability to complete tasks on time or notify the appropriate person with an alternate plan when necessary.

• Interpersonal Skills : ability to maintain satisfactory relationships with others, excellent customer service skills and a good overall understanding of appropriate human relations.
• Judgment : ability to make prudent and timely decisions; ability to exhibit sound and accurate judgment; ability to explain reasoning for decisions.

Language Ability :

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals;

ability to write routine reports and correspondence; ability to speak effectively before groups of customers or employees of organization.

Mathematical Ability :

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume;

ability to apply concepts of basic algebra and geometry.

• Motor Coordination : the ability to coordinate eyes, hands, fingers, and feet accurately and handle precise movements.
• Problem-Solving Ability : ability to identify and / or prevent problems before they occur; ability to formulate alternative solutions to problems when necessary;

ability to transfer learning from past experiences to new experiences of similar nature.

Quality Management : ability to complete duties, on time and with absolute precision, at least 95% of the time; ability to edit the accuracy and thoroughness of one’s work as well as the work of others;

ability to constructively apply feedback to improve performance, ability to generate ideas to improve and promote quality in work

Reasoning Ability :

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists;

ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Supervisory Skills : ability to carry out supervisory responsibilities in accordance with the Company’s policies and applicable laws.

Applicable supervisory responsibilities include :

• Interviewing, hiring, training, and coaching employees
• Planning, assigning and directing work
• Reviewing performance
• Appraising / disciplining employees when necessary
• Addressing complaints and questions and resolving problems

Last updated : 2024-03-26