Guest Service Manager


Job Description for Guest Service Manager

JOB TITLE: GUEST SERVICES MANAGER
REPORTS TO: Front Office Manager or General Manager
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.
GSM DUTIES AND RESPONSIBILITIES:
  • Trains new Guest services department personnel.
  • Answers letters of inquiry regarding rates and availability.
  • Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities.
  • Maintains a detailed knowledge about the hotel's services and hours of operations.
  • Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
  • Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.
  • Check guests in and out, including preparation of guest bills and authorising payments.
  • Responsible for cash handling including float and banking.
  • Dealing efficiently with day to day billing and guest service queries.
  • Report anything considered a health and safety hazard.
  • Using information available, plan and control both the preparation of future shifts and effective communication to the team.
  • To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.
  • Allocation of all rooms to include, special requests, sofa bed rooms and any other requirements as directed by the FOM.
  • Lobby duty plays a key role in the success of the movement of our guests around the hotel.
  • Prevent abuse and/or destruction of hotel property.
  • Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets.
  • Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.
  • Knows cash handling procedures. Files and posts all changes to guest master and city ledger account.
  • Good understanding about the Property management software (PMS).
  • Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.
  • 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.
Job Description for Guest Relation Executive ( GRE )
POSITION TITLE: GUEST RELATION EXECUTIVE - GRE
REPORTS TO: Front office manger / Asst. Front office manager
POSITION SUMMARY:
Attend to guests courteously and deal promptly with their requests and queries. Have Detailed information about the hotel and city. Check on VIP guest movements, complete their pre-registration formalities.
Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first hand service recovery steps.
GRE DUTIES AND RESPONSIBILITIES:
  • Welcome guests during check-in and giving a found farewell to guest while checkout. 
  • Handling guest complaints and concerns in an efficient and timely manner.
  • Overseeing VIP guests, arrivals and departures. 
  • Coordinating and multi-tasking job duties in a busy environment.
  • Should possess detailed information about the Hotel, city as well as the competition.
  • Detailed information regarding arrivals and room requirements.
  • Have up to date information on daily room occupancy
  • Providing excellent customer service as per hotel standards.
  • Greeting guests as they enter and exit the hotel. 
  • Providing information regarding the Hotel, town attractions, activities etc.
  • Check on VIP reservations, complete their pre-registration formalities.
  • Allocate rooms to all arriving guests.
  • Maintain up-to date information on room rates, current promotions, offers and packages
  • Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile.
  • Co-ordinate with housekeeping for clearing of rooms.
  • Collect Guest feedback during guest departure along with his likes and dislikes.
  • Perform basic cashier activities as and when required.
  • Maintain guest lockers for safe custody.
  • Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
  • Give proper and complete handover to the next shift
  • Should be able to handle all guests without bias or prejudice.
  • Follow the house rules and policies laid down by the management.
  • Adhere to strict staff grooming and hygiene standards.
  • Consciously and continuously strive to better his/ her skills and increase his/ her knowledge.
  • Good command of the English language is essential, both written and verbal 
  • Must possess strong organization time management skills, attention to detail.
  • Must be guest service focused and a team player.
  • Positive attitude and outgoing personality is essential.
  • Must be able to work shifts - days, evenings, weekends and holidays.
  • Ability to relate well to Hotel guests and employees. 
  • Professional in demeanour and presentation. 
  • Personable, enthusiastic, self-motivated and able to work independently.
  • Observant, discriminating and detail-oriented 
  • Ability to understand and carry out oral and written instructions and request clarification when needed. 
  • Strong interpersonal and organizational skills.
  • Able to work morning, evening, weekend, holiday, and overnight shifts.
PREREQUISITES:
Good guest interaction skills.
Good listening skills.
Sound decision making.
Good interpersonal and communication skills.
Leadership/People management.
EDUCATION:
Must be able to read, speak, write, and understand the primary language used in the workplace. His/her behavior and personal appearance will always be geared to the objective of being an example to all other staff within the Hotel. He/she will strive to use a polite language and well-groomed in his/her relation with the Hotel guests, colleagues and staff.
EXPERIENCE:
Two years of Front Office experience, Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks, Additional languages spoken would be an asset.

Guest Service Manager Duties and Responsibilities
Guest service manager is a professional engaged in handling the overall management of the hotel operations and ensuring that all the functions are carried out smoothly and effectively. He/she has a major responsibility of ensuring customer satisfaction and making sure that their hotel business increases by leaps and bounds. Thus, the guest service manager responsibilities play a vital role in the success of the hotel.
Key Responsibilities of a Guest Service Manager
Guest service manager focuses on the client's needs and requirements and ensures that they are being fulfilled. He/she implements various strategies that will help in improving the hotel facilities that will eventually lead to an increasing number of customers. He/she makes sure that effective guest strategies are designed so that exceptional services can be provided to the visitors. To get a better understanding, here is a detailed description of the key responsibilities that need to be performed by a guest service manager:
  • To ensure that the guests are being escorted properly and that they have been directed to the requested rooms after proper completion of the check-in procedures
  • To manage and adjust the labor and staff requirements so that all the daily activities are executed in an appropriate manner
  • To ensure that the security system is properly functioning and that it is in good working condition, and to ensure that the hotel environment is safe and secured
  • To oversee and assist the staff members in providing better customer service and to resolve the customer complaints as well as attend to their special requests
  • To keep a track of the inventory supplies and make requisitions according to the requirements, to keep updated reports on the relevant data so that it can be presented during the meetings or whenever requested
  • To keep tabs on the availability of the staff members, especially during the peak season and make subsequent arrangements for hiring the new staff members and training them according to the requirements
  • he/she constantly interacts with the visitors so that he/she is well updated on what exactly are the expectations of the incoming guests.
  • He/she also becomes aware of the issues faced by the customers and makes sure that better solutions are offered to them.
  • He/she keeps tabs on statistics related to room occupancy and their rates, ensures that all the activities are carried out within the given budget standards.
  • he/she is responsible for taking care of the guests and providing them with the best hotel amenities and facilities to ensure that they remain content and satisfied.
Essential Skills
A great deal of responsibility lies on the shoulder of a guest service manager.
  • To ensure success, he/she must be able to demonstrate excellent organization and time management skills.
  • He/she should have excellent leadership skills and should be able to supervise and train the staff members that have been newly appointed.
  • He/she should be flexible and adaptable to different changes and have good decision making skills.
  • He/she should be goal oriented to achieve the business goals and objectives.
  • He/she should have strong interpersonal communication skills and should be able to handle pressure situations.
Educational Background
The minimum educational background necessary to make an entry is a bachelor's degree or an associate degree from an accredited university with specialization in hotel management, business administration, restaurant management, etc. Those with more experience and higher educational qualifications have greater chances for promotion.
Work Schedule
A guest service manager needs to be flexible and should be ready and comfortable to work at any given shift, may be early in the morning, night, or evening. He/she may need to work overtime on some occasions whenever there is going to be a huge flow of guests, especially during the peak season.
Salary Details
The minimum salary that is being offered for guest service manager is $28,000 while the maximum salary can go up to the range of $54,000 to $60,000. The salary package of guest service manager for an entry level position is $28,000 while the experienced candidates can get a salary up to range of $60,000. It varies depending on the experience, skills, location, size and type of the hotel he/she is working in.
Career Prospects
The opportunities really look bright and promising due to the fact that the hotel industry is developing and growing each day. So the chances for employment are definitely going to rise and those with proven skills and abilities will surely climb up the ladder of success more easily and take their career to new heights.
Thus, if you are aspiring to stabilize in the hotel industry and want your career to flourish, both personally and professionally, then the guest service manager responsibilities should be carried out effectively.


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