Guest Services Manager

DEPARTMENT: Rooms
REPORTS TO: Director of Rooms 
STATUS: Exempt 

SUMMARY:  Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests’ stay.  Responsible for acting as Manager on Duty, anticipating and resolving problems and creating an environment that is warm and welcoming. 

RESPONSIBILITIES:

• Recruits, selects, and retains a quality Front Office staff, including Front Desk Associates and Night Audit staff. 
• Supervises the front office to ensure that Front Desk associates are adhering to all hotel procedures, regulations and standards, while striving towards total guest satisfaction. 
• Ensures smooth, efficient and professional operation of all front office operations including check-in and check-out of all guests through proper handling of guest accounts. 
• Initiates and implements up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue. 
• Trains each Front Office Associates to deliver efficient, excellent service to customers and guests. Ensures Associates have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. 
• Leads by example: Provides Great Customer Service to all Guest in a warm and Friendly Manner. 
• Audits all work for accuracy and consistency on a regular basis. Maintains high standards of each Associate’s work performance through continual monitoring, the issuing of evaluations, and performance improvement plans, coaching or corrective action as necessary. 
• Enforces adherence to the Company’s standards of dress and appearance. 
• Works with Hotel management to constantly improve hotel curb appeal, lobby presentation and arrival/departure experience.  
• Verifies payroll on a daily and weekly basis for all Front Office personnel. 
• Handles customer complaints, credit card chargebacks, and customer care cases. 
• Develops knowledge of frequent guests and their special requests and needs. 
• Provides excellent customer service and service recovery when necessary. Resolve guest relation problems skillfully with a willingness and desire to understand a guest's viewpoint while keeping within Company policies. 
• Responsible for proper key control and other security measures. 
• Organizes and maintains Front Office records and equipment to control the inventory of Front Office supplies and forms. 
• Becomes knowledgeable of emergency/fire evacuation and safety procedures and train staff as needed. Must be trained to use an Automated External Defibrillator and know medical emergency procedures. Informs Director of Rooms of any unsafe conditions. 
• Maintains on-going communication with the Housekeeping Department on all Housekeeping/Front Desk matters, the Controller on all Accounting/Front Desk issues, and all other departments as needed. 
• Provides timely weekly work schedules, posted at least three (3) days before the start of the new workweek.   
• Must be capable of performing all duties of the Front Desk for any position.
• Ensure uninterrupted coverage of all front desk shifts, scheduling self and team members as appropriate for occupancy, and providing direct coverage as required in instances of absences.  

KNOWLEDGE, SKILLS AND ABILITIES: 

• Strong customer-relation skills with a total commitment to guest satisfaction.  Must be a "people-person" who thrives on public contact. 
• Professional appearance and mannerism. 
• Supervisory and performance management skills. 
• Strong communication skills, both verbally and written. 
• Accounting and organizational skills. 
• Ability to deal with guests when they are angry or upset. 
• Ability to work quickly and thoroughly when under pressure. 
• Must be flexible and open to changes in procedures. 
• Ability to attend to more than one task at a time. 
• Technical knowledge of Front Desk operations. 
• Knowledge of Topeka and surrounding communities. 

EXPERIENCE:  

• Customer Service and/or Hospitality experience required
• Management experienced preferred

PHYSICAL DEMANDS: 

• Must be able to stand for long periods of time. 
• May include crowded office setting or “close quarters”. 
• General office environment with limited physical activity. 

Salary : $50,000 - $60,000