The Guest Services Duty Manager will oversee the operations of the hourly employees during their shift as well as engage with our guests to create wonderful experiences and address any concerns mentioned by them or the team members. The role will also inspect and audit the daily operation of the Guests Services Agents, Bell Team, and additional areas that guests engage with, and ensure all necessary PMS operations occur accurately. The Guest Services Duty Manager will participate in training hourly employees and be involved in documenting and presenting progressive disciplinary actions.

Job Responsibilities:

• Meet with each team member at the beginning of their shift
• Ensure shifts are covered for any received call outs
• Have a thorough knowledge of all hotel room types, facilities, and services
• Provide lateral service to the Guest Services Agents, Bell team, or other departments
• Run any necessary reports such as but not limited to credit limit reports, arrival/ departure reports, backup reports, or financial reports
• Review all arrivals for the day ensuring billing and blocking accuracy
• Review and block arrivals 3 to 5 days in advance
• Review any VIPs, riders, contracts, or resumes for the day’s arrivals
• Inspect VIP rooms prior to their arrival
• Walk departure rooms ensure all checkouts have occurred
• Receive guest concerns and address them to and beyond their expectations following all standard operating procedures while remaining legal moral and ethical
• Receive, address, or share with senior leadership any concerns brought by any employee or observed during a shift
• Settle all PM accounts by the contracted dates and or the close of each month
• Genuinely engage with guests following all brand and Forbes standards
• Provide recommendations for transportation, restaurants, nightlife, entertainment, and activities and assist in making arrangements for the requested venues or services
• Settle all PM accounts by the contracted dates and or the close of each month
• Run credit limit reports following all standard operating procedures
• Accurately maintain a bank following all standard operating procedures
• Review cashier closer reports
• Witness all cashier drops following all standard operating procedures
• Provide guest and group folios

Requirements:

• Prior experience in managing direct reports
• Great communication skills - written and verbal
• Computer skills
• Organized, outgoing, and self-driven
• Good leader, coach, and mentor
• Scheduling flexibility

Source: Hospitality Online