POSITION TITLE: Guest Service Manager

REPORTS TO: Assistant General Manager / General Manager

POSITION SUMMARY:

The Guest Service Manager is a multi-dimensional role that requires performing multiple job duties, often simultaneously. The Guest Service Manager coordinates front desk activities and ensures complete satisfaction of all guests. Additional responsibilities include: communicating with all departments, managing reservations and room assignments, assisting with the F&B operation and responding to guest requests, inquiries and escalations. 

DUTIES AND RESPONSIBILITIES:

• Ensure front desk is tidy and has all necessary materials (e.g. key cards, packets, etc.)
• Train, supervise and support front desk
• Recruit and train new employees
• Create, organize, and maintain scheduling for all front office employees
• Assign tasks and ensure all front of house positions are covered for duration of shift
• Ensure timely and accurate customer service
• Handle complaints and specific customer requests
• Troubleshoot emergencies
• Monitor stock and order office supplies
• Review and respond to all in-house and 3^rd party reviews.
• All other duties as assigned/required.

POSITION REQUIREMENTS:

• Must be able to communicate in English both written and verbally.
• Must be able to stand for long periods of time.
• Must be able to lift 20 lbs.