The Guest Services Manager (GSM) works at the front desk of the hotel and provides leadership to the Front Desk, Breakfast team and Housekeeping members as well as service to hotel guests and clients. The GSM reports to the General Manager and supervise all Front Desk, Breakfast activities, and Houseekeeping activities inventories and schedules, greets and checks in arriving guests and checks out departing guests. The GSM performs all duties assigned by the General Manager including Manager on Duty when the General Manager is not on property. Additionally, the GSM provides excellent supervision to the team members, customer service to all guests, makes reservations for guests arriving on the same day or future dates, answers incoming phone calls, and responds to any guest inquiries or requests.
Duties and Responsibilities:
❑ Support General Manager in all daily operations of the hotel with a focus on supervision and operation of the Front Desk, Breakfast departments and Housekeeping
❑ Participate in hiring, training and accountability for Front Desk, Breakfast and Housekeeping team members
❑ Ensure all Standard Operating Procedures are adhered to and take corrective action as needed
❑ Communicate effectively with support departments such Maintenance to optimize all phases of the hotel’s operations
❑ Take the lead and resolve guest complaints in a timely manner to ensure guest satisfaction.