Guest Service Manager

Guest Service Manager Job Description

Position Summary: As the Guest Service Manager, you assist the Operations Teams in providing high quality, courteous, efficient service to all guests, execute delegated responsibilities in employee training, scheduling, record keeping, up-keep of human resources files, report preparation, and guest relations, as well as, serving in the Manager-on-Duty when assigned.

Reports to: The General Manager is your immediate supervisor. In the absence of the General Manager, the Regional Manager assigned to the hotel is available to answer questions.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Offers courteous and sincere hospitality at all times. Understands what is meant by “good guest service”. (Provides the public with uniform, consistent, efficient, courteous, high-quality service in addition to a clean hotel and grounds.)

2. Answers questions about the hotel and community, is knowledgeable about the location of local attractions, restaurants and shopping, and answers complaints or concerns by the guests.

3. Is part of the hotel’s security team and is responsible for immediately reporting any potential safety or security hazards to immediate supervisor.

4. Assists the General Manager in obtaining compliance with all Company policies and procedures and federal, state and local laws regarding personnel, wages, safety, and security.

5. Participates in marketing activities to implement the General Manager’s sales action plan (i.e. cold calls, appointments, phone follow-ups, letters, CVB and chamber events).

6. Along with the General Manager, interviews, trains, and schedules all employees.

7. Works with the General Manager and/or Director of Sales on sales leads/bids.

8. Ensures guests feel at home in the hotel. Knows and recognizes regular guests.

9. Communicates effectively with employees and guests.

10. Maintains confidentiality about the hotel, employees and guests.

11. Creates and maintains and effective self-development program with the General Manager. Participates in self-development seminars/training programs and on-site training when applicable.

12. Develops and maintains an atmosphere in the hotel that encourages cooperation, promotes teamwork and reduces conflict.

13. Understands quality standards and effectively communicates them to employees.

14. Maintains quality under all levels of occupancy volume.

15. Understands and effectively uses all procedures related to maintaining service quality.

16. Understands and implements safety, security, and preventative procedures relating to employees and guests.

17. Understands profit and loss concepts at the hotel.

18. Identifies and resolves quality problems quickly

19. Listens to employees' suggestions and follows up on them

20. Performs all duties of all hotel staff as needed and be familiar with all areas of hotel operations.

21. Responsible for group sales set-up along with the General Manager and/or Director of Sales, including sending out group sales contracts, wedding blocks, and bus tours, etc.

22. Responsible for daily checks of the night audit, credit card settlement, confirming the nightly audit was completed correctly and all accounts balance.

23. Audits cash drawer for accuracy and maintains the appropriate balance of coinage/bills. Accounts for daily bank deposits and drops deposits at the bank. Files bank deposit slips in the audit.

24. Facilitates pool/whirlpool testing and maintenance at general manager’s discretion, if applicable.

25. Along with the General Manager, addresses guest concerns in an appropriate and timely manner.

26. Is on call to ensure proper operation of the hotel. May also be required to call or stop at the hotel to confirm that everything is operating properly in the General Managers absence.

27. Works required desk shifts per week per. This includes morning, swing, evening, weekend, and night audit shifts at the discretion of the General Manager. Typically, the Guest Service Manager is the "on-duty weekend manager", along with swing and mid shifts. Understands that covering shifts for absent employees may be necessary and that over-time may occasional be asked to ensure proper coverage of hotel.

28. In coordination with the General Manager, evaluates employees to ensure that the level of performance complies with, or exceeds, Company/Brand standards. Coaches staff when necessary, including when additional training may be needed.

29. Completes weekly billing of Direct Bill Accounts and checks/balances for those accounts.

30. Motivates and increases staff morale.

31. Prepares all reports, daily and weekly, in the absence of the General Manager.

32. May be asked to assist with the inventory of all hotel supplies.

33. Accepts all hotel duties and responsibilities of the General Manager in his/her absence.

34. Manages staff effectively and professionally in difficult and challenging situations.

35. Along with the General Manager, responds to Social Media Reviews in a timely manner, according to brand requirements.

36. Complies with BBP, OSHA, and Hazcomm 2012 standards. Knows the potential hazards of any chemicals used and the proper personal protective equipment required. Uses personal protective equipment as directed by Safety Data Sheets.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

To perform the duties of this job, the employee is regularly required to talk and hear. The employee must have the ability to speak and understand the English language. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms to heights up to 72 inches. The employee is required to frequently walk up and down stairs, bend to the floor, lift, push and pull weights up to 50 pounds. The employee is required to push a stocked housekeeping cart weighing approximately 200 lbs. and reach items on the top of the cart, which is approximately 48 inches from the floor. In addition, the employee must be able to reach the lowest shelf on the cart at an approximate height of 6 inches from the floor.
Scrubbing involves repetitive pushing and pulling with hands, arms, elbows, and shoulders. Scrubbing also involves extensive bending, stooping and kneeling.

Other Duties:

1. Attends all scheduled employee meetings and brings suggestions for improvement.

2. Along with the General Manager, continually evaluates all departments of the hotel to ensure duties are being completed according to Company/Brand Standards.

3. Completes all on-going required trainings and certifications, and trainings suggested by the General Manager or Brand Standards.

4. Performs additional duties or responsibilities delegated by the General Manager

This is not a complete list of all responsibilities, skills, duties, requirements, efforts and working conditions associated with the job. While this job description is intended to be a representative explanation of the current job duties, management reserves the right to revise the job duties or to require that other or different duties be performed when circumstances change (emergencies, changes in personnel, workload, etc.).

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Front desk: 2 years (Required)
• Hospitality: 2 years (Required)

Work Location: In person

Salary : $17 - $18