Guest Service Manager

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Full Time

Hampton Inn

Pensacola Beach, FL

Summary 

Oversees all guest services operations, including front desk, reservations, PBX, bell staff, and transportation services to ensure quality and guest satisfaction. Good through knowledge of property management software (PMS) or hotel reservation software. 

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

  1. Essential Duties and Responsibilities include the following. Other duties may be assigned.
  2. Demonstrates Innisfree Hotels’ culture by creating a fun, happy, and safe work environment.
  3. Trains new Guest services department personnel.
  4. Answers letters of inquiry regarding rates and availability.
  5. Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities.
  6. Maintains a detailed knowledge about the hotel’s services and hours of operations.
  7. Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
  8. Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.
  9. Check guests in and out, including preparation of guest bills and authorizing payments.
  10. Responsible for cash handling including float and banking.
  11. Dealing efficiently with day to day billing and guest service queries.
  12. Report anything considered a health and safety hazard.
  13. Using information available, plan and control both the preparation of future shifts and effective communication to the team.
  14. To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.
  15. Allocation of all rooms to include, special requests, sofa bed rooms and any other requirements as directed by the FOM.
  16. Lobby duty plays a key role in the success of the movement of our guests around the hotel.
  17. Prevent abuse and/or destruction of hotel property.
  18. Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets.
  19. Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.
  20. Knows cash handling procedures. Files and posts all changes to guest master and city ledger account.
  21. Good understanding about the Property management software (PMS).
  22. Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.
  23. Do service recovery procedures.
  24. Performs other duties as assigned.

 

Prerequisites  

Education Minimum two year of college degree. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel. 

Experience Minimum one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks 

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel and talk or hear.  The employee is frequently required to walk and reach with hands and arms.  The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and distance vision. 

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this Job, the employee is regularly exposed to outside weather conditions. The noise level in the work environment is usually moderate to loud.