Parrish Hotels - Guest Services Manager

parrishJob Classification: Exempt, Full-time
Work Schedule: Flexible
Reporting Relationship: General Manager, Associate General Manager

Position Summary: The Guest Services Manager’s primary responsibility is to oversee the front desk’s daily operations, supervise, train and inspect Guest Services Representatives.

Major Duties:

  • Outstanding customer service – anticipate guest needs, respond promptly and acknowledge all guests even when busy
  • Know hotel services, standards, policies, and procedures including hours of operation
  • Know hotel features, room rates, special packages, promotions, daily house count and expected arrivals/departures; room availability status, and in-house group activities
  • Keep front desk and staff current on information on rates, packages and promotions
  • Review previous day’s occupancy, room and monitor revenues
  • Prepare weekly work schedules and adjust as necessary
  • Ensure staff follows standards, policies procedures
  • Ensure that guest requests are followed up within fifteen minutes
  • Anticipate sold-out situations and over bookings. Locate alternative accommodations and follow procedures for “walking guests”
  • Review arrival report for accuracy and completeness
  • Inform Housekeeping and Maintenance on out-of-order or do-not-rent rooms and ensure rooms are back online after repairs and cleaning
  • Complete work orders and submit to maintenance
  • Enforce general standards, policies and procedures for Guest Services Representatives
  • Conduct one-week training sessions for new hires and ongoing training for staff
  • Provide staff performance information and handle disciplinary issues
  • Adhere to all cash handling and credit policies/procedures
  • Create par levels for supplies and equipment. Requisition supplies as necessary
  • Use proper maintenance practices and equipment use
  • All other duties as assigned by supervisor

Qualifications:

  • High school graduate; college degree preferred
  • One year experience as a Front Desk Supervisor
  • Familiarity with yield management and cost controls
  • Communicate effectively in English, both verbally and in writing
  • Compute basic mathematical calculations
  • Think clearly, analyze and resolve problems exercising good judgment
  • Display strong attention to detail

Physical Demands:

  • Requires constant standing or walking; sitting will be required rarely
  • Able to carry up to 30 pounds
  • Adhere to company safety requirements and department safety standards and procedures
  • Able to work well under pressure in a fast-paced environment
  • Able to work cohesively as a part of a team

Work Environment:

  • Front Desk and Lobby

To apply for this position, click here.

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