GUEST SERVICES MANAGER

Job Purpose: To perform in a pleasant, professional and efficient manner, a combination of duties mainly related, but not limited, to check-in and check-out of guests which contributes to an overall positive experience.

Job Responsibilities:

• Greet, register, and assign rooms to guests. Issue room key and escort instructions to Bell person or directly to guest as appropriate, without announcing room numbers.
• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
• Keep records of room availability and guests’ accounts. May make, confirm and cancel reservations for guests.
• Compute bill, collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or machine.
• Date-stamp, sort and rack incoming mail and messages. Transmit and receive messages using equipment such as telephone, fax and switchboard.
• Understand and enforce the hotel company credit policies. Account for all cash and makes deposits in accordance with hotel and company policies.
• Take the initiative to greet guests in a friendly and warm manner.
• Take responsibility for assigned employees in the absence of the Department Manager, assign work, and ensure proper performance of assigned employees.
• May make restaurant, transportation or entertainment reservations for guests; may deposit guests’ valuables in hotel safe or safe-deposit box; may order complimentary flowers or champagne for special guests.
• Other duties as assigned.

Job Skills:

• Speak clearly and listen carefully.
• Use personal judgment and specialized knowledge to give information to people.
• Communicate well with many different kinds of people.
• Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
• Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

Management Activities:

• Direct the work of associates
• Handle associate complaints
• Enforce policies and procedures
• Plan the work
• Determine the techniques to be used
• Apportion the work among associates
• Determine materials, supplies, machinery, equiment or tools to be used or merchandise to be bought, stocked and sold
• Control the flow and distribution of materials or merchandise and supplies
• Provide for the safety and security of the employees or the property
• Customarily and regularly dirct the work of at least 2 or more full-time associates or their equivalent

Physical Requirements:

• Ability to speak and hear in English. Close and distance vision. Frequent sitting with some walking and standing. Frequently lifts/carries up to 25 lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
• Stand for long periods of time
• Walk extended distances
• Lift/carry 6-25 lbs.
• Reach hands and arms in any direction
• Able to work overtime and irregular hours

Working Conditions:

• Continually works in normal office conditions and in close proximity to others.

Education - HS Diploma or equivalent.

Experience - Minimum 1 year guest services, general office, accounts receivable or customer service experience; OR an equivalent combination.

Licenses/Certifications - N/A