Guest Service Manager

Summary

A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Oversee the entire Front Office operation to maintain high standards

Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement

Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand’s loyalty scheme

Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

Set departmental objectives, work schedules, budgets, policies, and procedures

Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork

Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices

Maintain good communication and working relationships with all hotel departments

Monitor staffing levels to meet cover business demands

Conduct monthly communication meetings and produce minutes

Manage staff performance issues in compliance with company policies and procedures

Recruit, manage, train and develop the Front Office team

Comply with hotel security, fire regulations and all health and safety legislation

Act in accordance with policies and procedures when working with front of house equipment and property management systems

Assist with other departments, as necessary

Supervisory Responsibilities

This job supervises all Front Office personnel.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree from four-year college or university preferred; hospitality degree preferred.

Two years related experience managing a front office staff; or equivalent combination of education and experience.

Language Skills

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Bi-lingual or multi-lingual preferred.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Database software. Computer literacy, Microsoft Office.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly be required to stand and walk and occasionally sit. The employee must occasionally lift pull/push and/or move up to 25 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

This is a salaried full time position.  Compensation of $30-40k will be offered commiserate to the experience of the candidate.

PLEASE CONTACT Randy Rolland at randy.rolland@cypressbend.com to apply.

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