Front Office/Guest Services Manager

The Front Office/Guest Services Manager is responsible for the management of all aspects of the Front Desk functions. This position will work shifts at the Front Desk running the day-to-day operations to oversee guest service, resolve guest concerns, and train Front Desk Agents.

Essential Functions

• Work shifts at the Front Desk overseeing all guest service needs.
• Work alongside Front Desk Agents to cover shifts and/or breaks.
• Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process per hotel procedures.
• Check departing guests out of the hotel as per hotel procedures.
• Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
• Adhere to policies regarding handling of employee’s cash bank.
• Reconcile all charges and cash received during shift.
• Promote Rewards Program to guests.
• Process mail, messages, faxes and packages.
• Hold a pre-shift meeting with staff prior to reporting to stations.
• Be prepared for each daily activity and review any variations with management and staff.
• Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
• Communicate daily with department managers and MOD to assure consistency and pass on pertinent information.
• Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
• Ensure staff is properly groomed and uniformed at all times.
• Ensure work area cleanliness is maintained at all times.
• Assist in the preparation of weekly schedules in accordance with guest needs and staff availability.
• Process timecards and payroll as required.
• Ensure all associates are safety conscious and trained in safe work practices.
• Follow 4 Keys service standards, standard operation procedures, and safety standards.
• Follow safety and security procedures.
• Work cohesively with co-workers and all departments as part of a team.
• Follow all appropriate policies and procedures while constantly striving to improve standards of operations.
• Adhere to attendance and reliability standards.
• Follow all additional duties as assigned by management.

Job Requirements

• Understand the mission, vision, and goals of the hotel.
• Must be able to prioritize and work efficiently with limited supervision.
• Must be detail oriented and able to multi-task efficiently.
• Must be able to speak and understand and communicate the primary language(s) used in the workplace.
• Must possess excellent communication, follow up, and organizational
• Must have the ability to push, pull bend, squat and lift on a regular basis.
• Safety requirements of PPE as needed for duty assigned and with use of required tools and equipment.
• Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team.
• Must be able to understand guest’s service needs
• Maintain confidentiality of guest information and pertinent hotel data.

Work Hours

• Will be required to work flexible scheduled shifts based on business needs.
• Scheduling includes holidays, nights, and weekends depending on hotel events and functions.

• Flexible and long hours sometimes required
• Must be able to lift and/or carry up to 50 pounds
• Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation
• Ability to stand and walk for extended periods of time
• Ability to bend and twist, push and pull, stoop, and kneel