Guest Service Manager

Description

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. Exempt associates are expected to work as much of each workday as is necessary to complete their job responsibilities.

RESPONSIBILITIES:

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. 
• Comply with certification requirements as applicable for position to include: Food Handlers, Alcohol Awareness, CPR and First Aid
• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk. 
• Respond to all guest requests, problems, complaints and/or accidents presented at 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 Services personnel according to Bentley Legacy's S.O.P.'s. 
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count. 
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Ensure correct and accurate cash handling at the Front Desk. 
• Attend monthly all-employee team meetings and any other functions required by management. 
• Obtain all necessary information when taking room reservations. 
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. 
• Be aware of all rates, packages and promotions currently underway. 
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Bentley Legacy's S.O.P.'s. 
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees. 

Requirements

QUALIFICATIONS:

• 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. 
• Must be fluent in English, both written and verbal
• An operational knowledge of Microsoft Office suite 
• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing. 
• Must have a valid driver’s license from the applicable state. 
• Willing and able to stand for long periods of time
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve. 
• Must work well in stressful high pressure situations. 
• Must be willing and have the ability to work long hours. 
• Ability to stand during entire shift.