Guest Service Manager (Duty Manager)

Description

Acts as the Manager on Duty, overseeing all property operations to ensure the highest standards of hospitality and service are maintained. Represents property management in addressing and resolving guest-related concerns. Manages guest inquiries and directs them within the lobby, ensuring smooth guest interactions. Serves as the Guest Relations Manager, tracking and managing service issues to ensure guest satisfaction.

Responsibilities and Duties

* Uses communication and leadership skills to guide, motivate, and influence the team, ensuring integrity and sound decision-making. * Builds trust and cooperation among team members, serving as a role model for appropriate behaviors. * Manages day-to-day operations, supervises staff, and steps in to perform duties when necessary. * Recognizes team achievements and fosters open, collaborative relationships. * Sets goals, prioritizes tasks, and handles complaints or disputes effectively. * Collaborates with all departments to resolve issues and maintain smooth property operations. * Ensures open communication with employees about objectives, expectations, and performance. * Assists in financial management, including budgeting and payroll. * Delivers exceptional service to enhance guest satisfaction and retention. * Coaches employees, sets a positive example, and responds to guest complaints. * Ensures consistent quality and hospitality standards, empowering employees to exceed customer expectations. * Manages customer recognition programs and ensures consistent application of policies. * Administers payroll and follows SOPs for disciplinary actions. * Identifies training needs, mentors employees, and provides feedback on performance. * Participates in employee discipline, performance appraisals, and training initiatives. * Communicates effectively with staff and management. * Analyzes data to solve problems and keeps the team informed. * Maintains visibility during peak hours and ensures knowledge of emergency plans. * Performs Front Desk duties during high-demand periods.

Qualifications and Requirements

High school diploma or GED with 2 years of experience in guest services, front desk, or a related professional field. OR Associate degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field; no prior work experience required.