Guest Service Manager

Front Office Managers are responsible for managing all aspects of the front office including, but not limited to, guest registration, telephone services, concierge services, and guest reservations. Front Office Managers will create a friendly and professional atmosphere that makes our guests feel at home at our hotel. Front Office Managers are responsible for all front desk agents and must ensure their team delivers great service and professionalism to all guests. Front Office Managers must have strong leadership skills, effective decision making and problem-solving skills, and strong administrative skills. Front Office Managers will be on their feet for most of their shift. Front Office Managers must have a flexible schedule and may be asked to work weeknights, weekends, or holidays when necessary.

What you will be doing

· Ensure guests are greeted upon arrival and make time to engage with guests.

· Respond appropriately to guest complaints, solicit feedback, and build relationships to drive continuous improvement in guest satisfaction.

· Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

· Manage day-to-day staffing needs, and establish and develop goals for your team members.

· Manage front office operations including reservations, check in and check out, departmental accounting, and financial transactions to optimize guest satisfaction and operational efficiency.

· Educate and train team members to be successful in their front desk positions and ensure all front desk agents have the necessary tools and knowledge to carry out their job duties effectively.

· Ensure your team is properly trained on systems, security, service, and quality standards.

· Work alongside the sales team, housekeeping team, and General Manager to ensure a superb guest experience and operational efficiency.

· Must assist all guests with their luggage and be able to lift 50lb comfortably.

· Ensure chargebacks are responded in timely manner.

· Ensure Accounts Receivable (A/R) is maintained on day to day basis.

· Must also serve as manager on duty when the General Manager is not on