This schedule will vary but will consist of primarily evenings and weekends.

Position Summary 

The Guest Services Manager is responsible for leading a department that meets and exceeds all guest expectations, especially during check-in and check-out.

Responsibilities   

Training, developing, and counseling all front desk employees   Completing work schedules for front desk department staff in a timely and effective manner   Conducting regular staff meetings and promoting the QTR culture and the core ideology   Communicating and is knowledgeable of guest satisfaction scores    Operating within budgetary guidelines   Promoting and encouraging team work at all times   Making sound decisions and identifying problems and offering solutions   Demonstrating knowledge of O&R and brand success plans   Providing information to guests about hotel policies, services, and amenities   Responding to requests from guests for assistance and information about the local area (e.g. directions, restaurants, attractions, etc.)   Entering/changing reservations information, posting charges to guest rooms, and selling rooms to customers   Processing payments from guests and reviewing and balancing guest accounts   Informing housekeeping department about room status/availability   Listening and responding to guests’ requests and complaints   Operating hotel switchboard   Maintaining daily logs and balancing shift work and cash drawers   Maintaining front desk department audit standards   Monitoring and maintaining property security   Responsible for purchasing, monitoring, and controlling store inventory
   

Requirements   

Prior supervisory experience is preferred   Prior hospitality experience is strongly preferred   Strong initiative and work ethic   Punctual, reliable, and regular attendance   Strong attention to detail   Customer-service oriented   Strong multitasking and organizational skills   Ability to work in a fast-paced environment    Excellent communication skills – verbal and written    Excellent interpersonal skills     Excellent time and project management skills