Guest Services Manager

Guest Services Manager at American Liberty Hospitality

Job Title:

Front Office Manager/Guest Service Manager

Department:
Rooms

Supervisor:
Assistant General Manager and General Manager

A Front Office Manager supervises the Front Office Team to ensure that team members are prepared and well‑informed to deliver guests an exceptional experience from check‑in through check‑out.

• Oversee the entire Front Office operation to maintain high standards.
• Evaluate levels of guest satisfaction and monitor trends with a focus on continuous improvement.
• Ensure regular and VIP guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand’s loyalty scheme.
• Maximize room occupancy at best rates and use up‑selling techniques to promote hotel services and facilities.
• Set departmental objectives, work schedules, budgets, policies, and procedures.
• Monitor the appearance, standards, and performance of the Front Office team members with an emphasis on training and teamwork.
• Ensure team members have current knowledge of hotel products, services, pricing and policies as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
• Maintain good communication and working relationships with all hotel departments.
• Monitor staffing levels to meet cover business demands.
• Conduct monthly communication meetings and produce minutes.
• Manage staff performance issues in compliance with company policies and procedures.
• Recruit, manage, train and develop the Front Office team.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front‑of‑house equipment and property management systems.
• Assist with other departments, as necessary.

This job supervises all Front Office personnel.

• Education: Bachelor’s degree from a four‑year college or university preferred; hospitality degree preferred.
• Experience: Two years related experience managing a front office staff or equivalent combination of education and experience.
• Language Skills: Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Bilingual or multi‑lingual preferred.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; ability to deal with problems involving several concrete variables in standardized situations.
• Computer Skills: Knowledge of database software, computer literacy, Microsoft Office.
• Physical Demands: Must stand and walk regularly; occasionally sit; lift/pull/push or move up to 25 pounds.
• Work Environment: Noise level usually moderate.