Guest Service Manager

Hotel of Richburg-posted 9 months ago

Full-time

Richburg, SC

5,001-10,000 employees

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The Guest Service Manager is responsible for ensuring that the front office team delivers exceptional service, professional attention, and personal recognition to guests. This role involves greeting guests upon arrival, engaging with them, responding to complaints, soliciting feedback, and building relationships to enhance guest satisfaction. The manager will conduct routine inspections of the front office and public areas, taking immediate action to correct any deficiencies found.

Ensure the front office team delivers great service and personal recognition to guests.
Greet guests upon arrival and engage with them to enhance their experience.
Respond appropriately to guest complaints and solicit feedback for continuous improvement.
Conduct routine inspections of the front office and public areas to ensure standards are met.
Manage day-to-day staffing needs and assign work to team members.
Establish performance and development goals for team members and provide regular feedback.
Educate and train team members on compliance with laws and safety regulations.
Ensure staff is properly trained on systems, security, service, and quality standards.
Help prepare the annual departmental operating budget and monitor expenses.
Oversee the night audit function and preparation of daily financial reports.
Develop plans to increase occupancy and ADR through upselling at the front desk.
Check billing instructions and guest credit for compliance with hotel credit policy.
Train team members on PBX procedures and serve as a communication point during emergencies.
Perform other duties as assigned, including serving as manager on duty.

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