To maintain high quality services offered to guests through management of reservations, guest registration and check-out, and telephone services in order to maintain established operational standards and maximize hotel profits while managing in compliance with established hotel and department policies and standards. Motivates subordinates to achieve the highest level of room sales at the highest possible rate.

Primary Responsibilities:

• Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments.
• Motivates staff within all hotel departments and establishes a productive working environment for hotel.
• Conducts performance evaluations and provides feedback to employees.
• Oversees and participates in guest registration.
• Confirms, cancels, and modifies reservations as needed.
• Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.
• Ensures agents use the appropriate walk-in sales strategy.
• Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.
• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
• Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures and is able to effectively communicate them to subordinates.
• Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
• Conducts training classes regarding safety, security, department procedures and service guidelines.
• Maintains rewards recognition systems.
• Fulfills Manager on Duty shifts.
• Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.

Note: Other duties as assigned by supervisor or management

Relationships:

Internal: Hotel Employees: To receive information regarding guest needs or complaints

External: Hotel guests: To provide customer service

Valet Service: To provide customer service

Transportation Companies: For guest transportation, Lost Bags, Distressed Passengers

Local Businesses: To provide information for guest and develop relationships

Qualifications:

Education/Experience: High School diploma or equivalent and two years experience in Guest Services in medium to large sized hotel or similar industry, to include supervisory experience. Special consideration will be given to those who exhibit exemplary performance.

Certification and/or License Requirement: Alcohol awareness certification.

Skills and qualities:

• Leadership skills.
• Interpersonal skills.
• Communication skills.
• Computer Skills and Typing
• Planning and Organizational ability.
• Reading, writing, simple math
• Customer service orientation.
• Patience and understanding
• Rational and patient problem solving

Working Conditions:

• Will be required to work nights, weekends and holidays.
• Will be required to work in a fast paced environment.
• May be required to be on call when away from work.

Physical/Cognitive Activities:

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to manage the functional areas of guest services, therefore a significant portion of the workday is spent moving about, speaking and listening, usually while standing up.

The vast majority of time is spent moving about while communicating with staff or guests. Close supervision and interaction with staff and guests is essential in this position to ensure guest satisfaction. A significant portion of time is spent using the hotel’s computer system for reservations, scheduling or other guest related services.

Lifting or carrying approximately 50 lbs. can occur at times, but not often.

A small portion of time is spent sitting down and some of this time is spent completing departmental paper work, such as schedule or occupancy reports.

Reading and writing abilities are used often in reviewing and compiling departmental records or guest registration and reservation information.

Since the employee in this position oversees several subordinates, a vast amount of time is spent utilizing problem solving, reasoning, motivating and training abilities.

Mathematical skills such as profit/loss concepts, percentages and variances are used often.

Organizational Structure:

Reports to: Guest Service Manager, General Manager, Front Office Manager

Subordinates: Guest Service Representatives, Night Audit, PBX, Bell Staff, Van/Shuttle Drivers

Job title also known as: Front Office Supervisor, Assistant Guest Service Manager, Assistant Front Office Manager, Assistant Front Desk Manager