Guest service manager

Description

Tasks:

• The Guest Service Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
• Ensure the Non-Negotiable Service Plan is 100% implemented and in practice by all associated including GSM.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Mid-Continent Hospitality standards, are required by scheduling which will vary according to the needs of the hotel.
• Complete Hotel Effectiveness training and utilize all available tools to monitor productivity.
• Conduct pre-shift and post shift meetings.
• Be proactive, adjust schedules based on business levels/needs.
• Keep a close eye on daily and weekly work hours according to forecast & budgets and control accordingly.
• Maintain high standards of personal appearance and grooming, which include wearing the proper business casual attire, and name tag when working (per brand standards).
• Always comply with Mid-Continent Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Complete all brand required training, also ensure all front office associates have completed brand and other training. Conduct mock audits quarterly to make sure the front office is in brand compliance.
• Comply with certification requirements as applicable for position to include Food Handlers, Alcohol Awareness, CPR, and First Aid.
• Always maintain a warm and friendly demeanor.
• Establish and maintain attentive, friendly, courteous and efficient hospitality at the front desk.
• Respond to guest’s requests, problems, complaints and/or accidents presented to the front desk or through reservations in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Service personnel according to Mid-Continent Hospitality S.O.P.’s.
• Making sure that key control SOP is in 100% compliance.
• Prepare and conduct all front desk interviews and following hiring procedures according to Mid-Continent Hospitality S.O.P.’s.
• Conduct all 90 day and annual Guest Service employee performance appraisals according to S.O.P.’s.
• Develop employee morale and ensure training of Guest Service personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit reports and maintain close observation of daily house count.
• Supervise the Night Audit function.
• Ensure all end of the month report dates are met.
• Ensure that Wage Progress, Productivity and the Ten-Day Forecast are completed on a timely basis according to Mid-Continent Hospitality S.O.P.’s.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Monitor proper use of the P.B.X console and ensure that employees maintain Mid-Continent Hospitality S.O.P. ‘s in its use.
• Monitor the process of taking reservations ensuring that Mid-Continent Hospitality courtesy and up selling techniques are maintained.
• Ensure correct and accurate cash handling at the front desk.
• Focus the Guest Service Department on their role in contributing to the guest service scores.
• Perform related duties as assigned by supervisor.
• Maintain compliance with all Mid-Continent Hospitality policies and procedures.

Requirements

Required Skills/Abilities:

• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
• Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
• Review daily Front Desk work and activity reports generated by Night Audit.

Education and Experience:

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.

Physical Requirements:

• Long hours are sometimes required. Typically, is a 50 hour work week.
• Light work-Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.