Guest Services Manager
In the role of Guest Services Manager, under the direction of the General Manager, you will be responsible for achieving the highest level of guest satisfaction by ensuring a consistently impeccable level of service by all Guest Service Agents, while achieving maximum occupancy and profitability. The Guest Services Manager also serves as a resource and support to all Departments to ensure a smooth overall operation of the hotel. Areas of focus include but are not limited to:
- Responsible for the day to day smooth operation of the Guest Services department, ensuring guests receive prompt and courteous service.
- Practices strong organizational skills, to being prepared for all situations
- Monitors deposit & cash handling procedures
- Actively participates, coaches and leads agents in guest problem resolution processes to ensure that guest service opportunities are resolved quickly and addressed effectively.
- Ensuring all Holiday Inn Express brand standards and procedures are followed by the Guest Services team.
- Leads, motivates, and coaches his/her team in order to maximize productivity and satisfaction.
- Attention to details, strong initiative, positive team leader
- Maintains a high level of morale by keeping a two-way line of communication open at all levels.
- Hire, train, evaluate, supervise and schedule the Guest Services team
- Assist in assuring guest satisfaction; maximize room revenue by supervising the Front Office operation and implementing established strategic plans.
- Ensures incentive programs are in place and well communicated.
- Assists guests/agents whenever possible to provide exceptional services.
- Practices the fundamental principles of revenue management and utilizes revenue management techniques in order to maximize occupancy and average rates.
- Must be available on high volume days or special events; which includes evenings, weekends and holidays
- Performs other duties and special projects as assigned.
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