The Guest Service Manager is responsible for supervising the front desk operation which includes: staff training, inter-department communications, and staff accountability. The Guest Service Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction.

Duties include:

· Responsible for ensuring customer satisfaction at the highest level

· Act in a professional and responsible manner in front of all guests and associates

· Maintain guest room inventory

· Perform all tasks of a Front Office Staff as needed to facilitate service

· Ensure all operations and cash handling are done per policies and procedures

· Maintain excellent communication with the housekeeping department

· Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas

· Analyze, investigate, and resolve guest complaints

· Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables

· Provide input to the Front Office Manager to insure proper staffing levels for customer service goals

Qualifications

· Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds

· 1 or more years of Front Office leadership experience

· Service oriented style with professional presentations skills

· Lifestyle experience a plus

· Hotel/Hospitality degree an asset

· Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line

· Clear concise written and verbal communication skills in English

· Must be proficient in Microsoft Word and Excel

· Must have excellent organizational, interpersonal and administrative skills

Source: Hospitality Online