Guest Services Manager
About The Position
Oversees the daily front desk operations including check-ins, check-outs, reservations and guest inquiries. Ensure all front desk procedures align with hotel policies and brand standards. Maintain accuracy with guest records, billing and payment processing. Oversee cash handling procedures, deposits and billing accuracy. Coordinate with housekeeping and maintenance teams to ensure room readiness and guest satisfaction. Foster a positive work environment and promote teamwork among associates. Monitor staff performance and provide coaching and feedback. Recruit, train, schedule and supervise front desk associates. Address and resolve guest complaints and special requests promptly and professionally.
Requirements
- Experience in front desk operations
- Knowledge of hotel policies and brand standards
- Proficiency in guest record maintenance, billing, and payment processing
- Experience with cash handling procedures and deposits
- Ability to coordinate with other departments (housekeeping, maintenance)
- Skills in fostering a positive work environment and promoting teamwork
- Experience in staff performance monitoring, coaching, and feedback
- Experience in recruiting, training, scheduling, and supervising staff
- Ability to address and resolve guest complaints and special requests promptly and professionally
Responsibilities
- Oversee daily front desk operations including check-ins, check-outs, reservations and guest inquiries.
- Ensure all front desk procedures align with hotel policies and brand standards.
- Maintain accuracy with guest records, billing and payment processing.
- Oversee cash handling procedures, deposits and billing accuracy.
- Coordinate with housekeeping and maintenance teams to ensure room readiness and guest satisfaction.
- Foster a positive work environment and promote teamwork among associates.
- Monitor staff performance and provide coaching and feedback.
- Recruit, train, schedule and supervise front desk associates.
- Address and resolve guest complaints and special requests promptly and professionally.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
