Guest Service Manager

Job Description

Job Description

Overall Scope and Responsibility :

Responsible for overseeing registration of new guests, departures, PBX, reservations, cashier close reports and front office reports. Interact and work closely with other departments in an efficient manner. Provide and maintain the highest possible service standards to our clientele at all times.

Essential Duties :

• Oversees the registration process including inputting and retrieving information from computer, confirming pertinent information including number of guests and room rates. Assigns rooms based on guest's specific requests, VIP status etc. Issues keys and non-verbally confirms the room number and rate
• Informs guests on hotel facilities and amenities, provides directions within the property.
• Communicates luggage delivery / retrieval with the bell staff, and car requests with the valet if needed
• Oversees basic accounting procedures including exchange of foreign currency, cash handling, posting charges to guest folio, making adjustments etc
• Reviews reports such as credit limit report, arrivals / departures, discrepancy report, group resumes etc and communicates pertinent information to the respective department
• Communicates credit issues to all revenue generating departments
• Projects a warm welcome, follows 10-5 rule, acknowledges waiting guests with no exception. Uses a clear and positive speaking voice, listens to understand requests, responds with appropriate action and provides options
• Communicates guest requests with the appropriate department
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve guest dissatisfaction using empowerment within acceptable limits. Consults FO managers for further assistance
• Reviews departing guest's folios and invites guests back
• Makes reservations
• Acts as concierge assisting guests with directions, transportation and coordinated further accommodation through concierge.

Job Knowledge, Skills, & Abilities

An appreciation and respect for the diversity of all individuals in the workplace.

No job description for any position can possibly include all duties which may be requested by guests or required by the needs of the hotel. Listed above is a summary of the major responsibilities for this position.