Guest Service Manager

Guest Experience 

• Ensure your front office team delivers a great service, professional attention and personal recognition
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies

People

• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
• Ensure your team are properly trained on systems, security, service and quality standards

Financial

• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management
• Oversee night audit function and preparation of daily financial reports
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
• Perform other duties as assigned. May also serve as manager on duty