Summary:
The purpose of the Guest Service Manager (GSM) position is to train and supervise the Front desk departments so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction. The overall operations of the Front Desk includes room rental, reservation management, scheduling front desk, training, record keeping, report preparation, guest relations, service reports, following service and quality policies, and operating procedures in accordance with the hotel’s policies/procedures and the brand’s standards for quality, cleanliness, guest satisfaction, as well as safety and security.
ESSENTIAL DUTIES:
The GSM position is that of a working manager and is expected to fill shifts where needed.
Because the GSM oversees the department in a 24/7 environment, the FOM must be proficient and reliable to work all three front desk shifts. The GSM, like the GM, must be on-call 24/7 including weekends and holidays.
Professional certification, training, and travel may be required to maintain the GSM position
The GSM acts as the manager on duty in the absence of the GM and is capable of taking management responsibility for the property under direct supervision of the GM.
Must be capable of training all Guest Service Representatives in all front desk shifts.
Work with Engineering team to ensure all van drivers are trained and cleared to drive, schedule van drivers, cabs, according to what the need is and less expense.
Service – Front of House
Training Guest Service Reps on the accurate completion of the Guest service standards of the brand as well as communication standards set by standard operating procedures. GSM is required to provide service feedback to all agents, coach and council them as needed. Also responsible for documentation of current staff, New Hire, and Termination process. All information to be signed off by GM.
Service – Back of House
Insure communication flows in a timely accurate manner from the Front Desk to the Housekeeping and Maintenance departments through email and Spiceworks. This will require Guest Service Reps to log hotel service issues into Spicework.
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Weekly Job Overview:
Weekly and Monthly job routines are designed to facilitate the day to day operations of the Front Desk department and also to take a strategic approach at service improvement. The following FOM activities are designed to support these weekly procedures:
Accurately forecast the next two weeks business and completes department work schedule weekly for the next two weeks
Inventory office and guest service related supplies, brand collateral, sundries, and with GM’s approval, complete orders within budget
Make sure all front office equipment including the Property Management System (PMS) is in proper working order
Reviews brand specific service program scores and guest feedback with all staff.
Review guest comments utilizing brand review site and third party extra-net. Respond to all reviews with in 48hrs.
Log and maintain lost and found items in Charger back according to hotel
Processes posting masters, posting catering, opened folios, late cancellations on a daily basis.
Marketing and Revenue Overview:
The GSM is also expected to be proficient in all PMS functions and also all yield management functions and controls.
For Customer Service and Guest Satisfaction:
Maintain a high standard of personal appearance and proper uniform within entire department
Greets guests, visitors and staff in a courteous and friendly manner
Smile, acknowledge and greet guests in rooms and/or in passing
Respond to guests request for supplies (example: towels, ironing board, soap, etc)
Assists guest and staff with anything that they may need from Guest Services or Housekeeping
Performs other duties as assigned, requested, or deemed necessary by management.
When asked, inspect or clean public areas to insure high level of presentation
For Safety and Security:
Be proficient and train dept. staff in Safety and Security Policies
Report any suspicious activity of guest, visitors or staff
Announce presence before entering guest rooms
Maintains security for guests and property by keeping room doors locked at all times
Write up Guest Incident reports as needed
Perform duties in accordance with Safety and Security Policies
Perform duties in accordance with OSHA and Blood Borne Pathogens regulations
Physical, Mental and Environmental Requirements:
Physically and visually able to utilize a computer keyboard, printer, phones, and basic office machines
Firm and simple grasping is an ongoing requirement for all aspects of work
Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs. and may be for a distance of 5 to 15 feet
Able to stand and walk 90% of the work day and sitting is usually limited to short break
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Physical, Mental and Environmental Requirements (continued):
Reaching is required up to 50% of the time and may be combined with other activities such as pushing, pulling, and bending in all phases of work. Overhead reaching is usually limited to approximately 25% of the time.
Twisting of the body at the waist is required approximately 40%-50% of the time.
Bending and stooping are required up to 20% of the work day
Crouching and kneeling are usually less than 10% of the time.
Crawling is required less than 5% of the time
Climbing of stairs is usually required less than 5% of the time
Skills, Educational Background and Experience:
High School Diploma, GED, or equivalent years of relevant work experience required
Previous front desk experience required
Previous customer service experience helpful
Friendly demeanor and excellent communication and customer service skills
Good organizational and prioritization skills
Prior computer experience using windows based software preferred
This job description describes the general nature of the duties and responsibilities of this position and are explained during training and reviewed during your employment. These duties may be amended from time to time. This document is not an employment contract.
Job Type: Full-time
Pay: From $20.00 per hour
Ability to Commute:
- Kennewick, WA 99336 (Required)
Ability to Relocate:
- Kennewick, WA 99336: Relocate before starting work (Required)
Work Location: In person