Job Description For Guest Service Manager

JOB TITLE: GUEST SERVICES MANAGER

REPORTS TO: Front Office Manager or General Manger

POSITION 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.

DUTIES AND RESPONSIBILITIES:

1. Trains new Guest services department personnel.
2. Answers letters of inquiry regarding rates and availability.
3. Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities.
4. Maintains a detailed knowledge about the hotel's services and hours of operations.
5. Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.
6. Knows cash handling procedures. Files and posts all changes to guest master and city ledger account.
7. Good understanding about the Property management software (PMS).
8. Anticipates and intervenes in all incidents of guest dissatisfaction and attepts to satisfy all such guests, within hotel policy.
9. Do service recovery procedures.

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.