Guest Service Manager (Front Office)

Guest Service Manager Responsibilities: -Ensuring that the check-in and check-out process runs as smoothly as possible and that guests are escorted to the correct room. -Responding to requests or complaints made by guests in a professional and polite manner in order to guarantee customer satisfaction. -Implementing procedures to improve services offered with the aim of attracting more customers. -Hiring and training staff in matters of professional conduct, and ensuring that there is enough staff at all times by organizing staffing schedules efficiently. -Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise. -Understanding what guest expectations are and anticipating problems in order to prevent complaints. -Acting as a link between guests and hotel management. -Attending meetings with management to discuss problems and strategies for improvement. -Handling cash or payments made by credit card. -Understanding safety and emergency procedures. Guest Service Manager Requirements: -High school diploma or GED required. -Bachelor’s degree in business administration, hospitality management, or hotel management. -The ability to speak, read, and write the language used in the workplace and knowledge of one or more additional languages is preferred. -A minimum of 2-5 years’ front desk experience as a hotel manager is preferred. -Proficiency in Excel, PowerPoint, and Microsoft Word and hospitality software. -A proven track record of being able to lead a team and to multitask. -Flexibility and a willingness to work beyond scheduled hours, including on weekends. -An ability to identify areas in need of change or improvement to offer guests an excellent hotel experience. -Understanding of and compliance with hotel policies and regulations and communicating these clearly to the staff. -Reporting on daily operations in a timely manner.