GUEST SERVICES MANAGER

Description

The Guest Services Manager ensures exceptional guest experiences by managing check-ins/outs, resolving complaints, and overseeing guest services operations. Responsibilities include handling guest feedback, processing third-party charges, and coordinating with departments for smooth operations. You will escort VIP guests, complete daily logs, and maintain up-to-date records. Additionally, you will supervise and train the team, conduct performance appraisals, and ensure 100% guest satisfaction through effective communication and coordination.

Responsibilities and Duties

Spend time in the lobby to welcome guests and gather feedback. Handle check-in/check-out procedures, assign rooms, and prepare keys. Resolve guest complaints promptly and to their satisfaction. Patrol hotel premises with Security to ensure orderliness. Manage the Guest Service Manager float and currency exchange. Process third-party charges, such as credit card payments. Match bills with correspondence for billing to corporate clients, groups, and travel agents. Escort VIP guests and bridal couples to their rooms. Complete Daily Duty Manager log after each shift. Prepare guest incident reports. Stay informed on current matters and maintain accessible files and records. Ensure close communication with all departments to guarantee guest satisfaction. Attend departmental and other relevant meetings. Conduct daily roll call, assign tasks, and supervise team activities. Provide On-the-Job training for new and existing associates. Conduct performance appraisals and manage associate performance through coaching and training.

Qualifications and Requirements

Strong leadership abilities Capable of multitasking in a fast-paced environment Exceptional customer service, communication, and interpersonal skills

Working Condition

Working hours

5 days