Job Title                     Guest Services Manager

 

Position reports to:   General Manager and Assistant General Manager

JOB SUMMARY:    

Together with Management work to provide a safe and accommodating environment fo rboth guests and staff. Uphold set Front Desk procedures and follow up and retrain staff on procedures. On a daily basis perform inventory control and reservation verifications.

Assist in hiring and training of new Front Desk staff.  Ensure maximized revenue for our Owner rental as well as administrative rental.

ESSENTIAL DUTIES & RESPONSIBILITIES:            

 Included but not limited to:

Assist the “General Manager and Assistant General Manager” with following:

• Supervising of Front Desk and Night Audit staff.
• Works weekends and holidays.
• Scheduling.
• Hiring and training of new front desk staff.
• Overseeing and maximizing hotel revenue as well as implementing “Extranet” procedures and inventory control.
• Rental statement accounting and verification of owner rentals.
• Accounts receivable.
• Outline activity schedule together with Front Desk Staff
• Meeting room rentals & rooftop rental verifications
• RCI week and points verifications
• II verifications
• Owner services questions
• Guest complaints
• Email and general guest correspondence
• Group reservations
• Perform any other various duties that may be assigned by the General Manager or Assistant Manager.

 

PERSONAL CHARACTERISTICS: 

High energy level, comfortable performing multifaceted projects in conjunction with normal activities.  Must be well organized.  Advocates team support.  Ability to get along with diverse personalities – tactful, mature, responsible. Has ability to deal tactfully and professionally with owners, guests, board members, and public. 

 

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 required to stand, use hands, talk, hear, taste and smell.  The employee is frequently required to reach with hands and arms.  The employee is occasionally required to walk, sit, stand, stoop, kneel, crouch or crawl.  Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

 

WORK ENVIRONMENT:

 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles such as white out, printer cartridge powder, cleaning supplies, gasoline and car fumes, micro waves from a micro wave oven and risk of radiation.  The work environment is that of a typical office with a moderate noise level.  This noise level is created by light foot traffic and office equipment noise such as computers, printers, calculators, phones, etc.

 

QUALIFICATIONS:           

disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to stand, use hands, talk, hear, taste and smell.  The employee is frequently required to reach with hands and arms.  The employee is occasionally required to walk, sit, stand, stoop, kneel, crouch or crawl.  Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

 

WORK ENVIRONMENT:

 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles such as white out, printer cartridge powder, cleaning supplies, gasoline and car fumes, micro waves from a micro wave oven and risk of radiation.  The work environment is that of a typical office with a moderate noise level.  This noise level is created by light foot traffic and office equipment noise such as computers, printers, calculators, phones, etc.

 

QUALIFICATIONS:           

• 2-year college or equivalent
• Previous Hotel and/or Timeshare experience required.
• Computer literate in PMS and be able to use and navigate the Internet, email and Microsoft office programs.
• Excellent communication skills both verbally and in writing.
•  Need to be able to lead, motivate and supervise staff
•  Ability to handle multiple tasks and stressful situations.
•  High customer services standards.
•  Work independently and efficiently.