POSITION TITLE : Guest Service Manager
REPORTS TO : Assistant General Manager / General Manager
POSITION SUMMARY :
The Guest Service Manager is a multi-dimensional role that requires performing multiple job duties, often simultaneously.
The Guest Service Manager coordinates front desk activities and ensures complete satisfaction of all guests. Additional responsibilities include : communicating with all departments, managing reservations and room assignments, assisting with the F&B operation and responding to guest requests, inquiries and escalations.
DUTIES AND RESPONSIBILITIES :
- Ensure front desk is tidy and has all necessary materials (e.g. key cards, packets, etc.)
- Train, supervise and support front desk
- Recruit and train new employees
- Create, organize, and maintain scheduling for all front office employees
- Assign tasks and ensure all front of house positions are covered for duration of shift
- Ensure timely and accurate customer service
- Handle complaints and specific customer requests
- Troubleshoot emergencies
- Monitor stock and order office supplies
- Review and respond to all in-house and 3
party reviews.
All other duties as assigned / required.
POSITION REQUIREMENTS :
- Must be able to communicate in English both written and verbally.
- Must be able to stand for long periods of time.
- Must be able to lift 20 lbs.
PI253485198
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