Front Office/Guest Services Manager

Peregrine Hospitality•Clearwater, FL

9d•Onsite

About The Position

The Front Office/Guest Services Manager is responsible for the management of all aspects of the Front Desk functions. This position will work shifts at the Front Desk running the day-to-day operations to oversee guest service, resolve guest concerns, and train Front Desk Agents.

Requirements

Understand the mission, vision, and goals of the hotel.
Must be able to prioritize and work efficiently with limited supervision.
Must be detail oriented and able to multi-task efficiently.
Must be able to speak and understand and communicate the primary language(s) used in the workplace.
Must possess excellent communication, follow up, and organizational skills.
Must have the ability to push, pull bend, squat and lift on a regular basis.
Safety requirements of PPE as needed for duty assigned and with use of required tools and equipment.
Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up.
Be a clear thinker, remaining calm and resolving problems using good judgment.
Follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team.
Must be able to understand guest’s service needs.
Maintain confidentiality of guest information and pertinent hotel data.

Responsibilities

Work shifts at the Front Desk overseeing all guest service needs.
Work alongside Front Desk Agents to cover shifts and/or breaks.
Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy.
Verify rate and departure date.
Confirm and modify information required to complete the registration process per hotel procedures.
Check departing guests out of the hotel as per hotel procedures.
Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
Adhere to policies regarding handling of employee’s cash bank.
Reconcile all charges and cash received during shift.
Promote Rewards Program to guests.
Process mail, messages, faxes and packages.
Hold a pre-shift meeting with staff prior to reporting to stations.
Be prepared for each daily activity and review any variations with management and staff.
Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
Communicate daily with department managers and MOD to assure consistency and pass on pertinent information.
Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback.
Reward, discipline and document associate performance and provide timely counseling.
Address associate complaints and resolve problems.
Ensure staff is properly groomed and uniformed at all times.
Ensure work area cleanliness is maintained at all times.
Assist in the preparation of weekly schedules in accordance with guest needs and staff availability.
Process timecards and payroll as required.
Ensure all associates are safety conscious and trained in safe work practices.
Follow 4 Keys service standards, standard operation procedures, and safety standards.
Follow safety and security procedures.
Work cohesively with co-workers and all departments as part of a team.
Follow all appropriate policies and procedures while constantly striving to improve standards of operations.
Adhere to attendance and reliability standards.
Follow all additional duties as assigned by management.