Guest Service Manager

Description

The Guest Service Manager ensures exceptional guest satisfaction and smooth front office operations. Responsibilities include welcoming guests, resolving complaints, overseeing check-ins and check-outs, and handling guest service float and currency exchange. You will manage billing for corporate clients, process third-party charges, and escort VIP guests. Additionally, you will supervise the team, conduct daily roll calls, provide on-the-job training, and manage performance appraisals. Collaboration with other departments and maintaining accurate records is essential for this role.

Responsibilities and Duties

Spend significant time in the lobby to greet guests and gather feedback. Oversee check-in and check-out processes, assign rooms, and prepare keys. Address and resolve guest complaints to ensure satisfaction. Collaborate with Security to patrol hotel premises and maintain order. Manage the Guest Service Manager float and handle currency exchange. Process third-party charges, including credit card transactions. Reconcile bills and correspondence for billing corporate clients and travel agents. Escort VIP guests and bridal couples to their rooms. Complete the Daily Duty Manager log at the end of each shift. Prepare incident reports as needed. Stay informed on current matters and maintain organized, accessible records. Maintain strong communication with all departments to ensure guest satisfaction. Attend departmental and other relevant meetings as required. Conduct daily roll calls, assign tasks, and oversee team activities, addressing any issues or special information. Provide on-the-job training for new and existing associates. Conduct performance appraisals, providing coaching and training to associates in line with hotel standards.

Qualifications and Requirements

Good leadership skills Ability to multi-task in a demanding environment Excellent customer service, communication and interpersonal skills

Working Condition

Working hours

5 days / 44 hours