Job Summary:

Manage guest services department to ensure high level of guest service and guest satisfaction as related to guest services; ensure policies and procedures are adhered to as established by hotel, company, and / or brand standards; engages team-members and leads through creative techniques including inspiring, training, coaching, providing constructive feedback, as well as employee recognition.

Job Tasks / Responsibilities include, but not limited to:

• Assist the General Manager in the preparation of department’s annual budget; continually monitor guest service department’s performance as compared to budget and make necessary adjustments in order to maximize profitability.
• Schedule staff according to projected occupancy levels; continually monitor labor costs.
• Conduct scheduled inventory of supplies and equipment per company standard.
• Monitor brand’s guest satisfaction scores and communicate with staff regarding GSS goals and improvement strategies.
• Communicate with other department heads with appropriate reports (room availability, out-of-order rooms, clean & vacant / occupied rooms) as well as work orders; resolve any discrepancies found.
• Maintain security of master keys and the approved sign-out procedure for master keys.
• Follow all approved procedures for department’s handling of financial transactions.
• Handle any perceived guest complaint by using the company’s Guest Service Recovery method; ensure issue is resolved; involve General Manager if necessary.
• Responsible for all Human Resource functions for the department – recruiting, interviewing, hiring, training, coaching, counseling, evaluating, terminating – according to company policies and procedures.
• Maintain effective departmental communication as well as recognition programs through the use of stand-up meetings, staff meetings, log books, bulletin boards, hand-outs, flyers, etc
• May perform duties of guest service agent, night auditor, or other guest service position as needed.
• Be constantly alert of any security and/or safety issues and notify supervisor of any perceived security and/or safety threats.
• Maintain an organized and clean work area; always practice and ensure a safe work environment.
• Exhibit teamwork and cooperation by performing other duties as needed, required, asked, or directed.
  
  
  

Job Knowledge / Skills / Abilities/ Other Requirements:

• Requires effective and professional verbal and written communication skills with guests, subordinates, vendors, and other hotel staff.
• Basic knowledge of general business operations – budgeting, forecasting, scheduling, staffing.
• Requires availability on weekends and / or holidays, possible overtime, and possibly alternating shift work.
• Basic to intermediate computer skills.
  
  
  

Job Environment:

• Primarily indoors or within hotel facilities
• Requires significant walking and standing for entire shift
• Some light lifting required
• Very light / infrequent stretching, climbing, bending, stooping or squatting.
  
  
  

Minimum Qualifications:

• Prefer 5+ years of experience in a position of comparable responsibility.