**Hotel Experience is Required**
The Guest Service Manager is responsible for the daily operation of the Front Desk/operations and acts as the main contact for guests and other hotel departments. Ensures an efficient guest registration, check out and telephone service. Ensures front desk agents are working in accordance to established policies and procedures. Oversees the training and hiring of Front Office Team as well as the rest of operations.
Responsibilities:
- Ensure guest arrival and departure procedures are accurately followed in a smooth and timely manner.
- Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
- Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
- Assist and make recommendations to the General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
- Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
- Coordinate activities and foster good relations with our valet and taxi services.
- Provides information and assists staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
- Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
- Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.
- Schedule Front Desk Associates and cover shifts as needed.
- Ensure all Front Desk Associates complete duties daily.
- Must be willing and able to work extended periods of time and varying shifts. Schedule will vary according to business needs.
- Must be a team player, willing and ready to jump in and assist when and where needed.
- Must be a self starter who's able to work with minimal direction.
- Complete other duties as assigned by the General Manager.
Qualifications:
Education/Formal Training
High School diploma or equivalent
Experience
Minimum of one year previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
Knowledge/Skills
- Requires working knowledge of guest services and hotel services, policies or operations.
- Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to read written forms of communication and monochrome computer screen.
- Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.
- 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.
- Mobility - must be able to reach all areas of hotel to assist clients.
- Occasional carrying and lifting of files and office items up to 25 lbs.
Job Type: Full-time
Pay: From $40,000.00 per year
Benefits:
- Employee discount
- Paid time off
Experience:
- Hotel Front Desk: 1 year (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
- Overnight Shift (Required)
Ability to Commute:
- Elkridge, MD 21075 (Required)
Work Location: In person
