Guest Services Manager Job New Orleans Louisiana USA,Hospitality / Hotel / Catering

Location: New Orleans

207 rooms | 1,521 sq. ft. meeting/event space Amenities: pet friendly, extended stay, outdoor pool, complimentary hot breakfast and WiFi. Ideally located just off Bourbon Street, the hotel offers easy access to the dining, music, and culture of the French Quarter. With the Caesars Superdome, Central Business District, and Smoothie King Center just a mile away, it’s a dynamic setting for hospitality professionals who enjoy serving both business and leisure travelers in the heart of New Orleans.

JOB

SUMMARY

Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

JOB DUTIES

Maintain complete knowledge at all times of:
All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments, and location. All room rates, special packages, and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled in‑house group activities, locations, and times. All hotel and departmental policies and procedures.
Complete bi‑weekly payroll.
Meet with departing Front Desk Supervisor or Night Auditor to review business status and follow up items.
Access all functions of computer system according to established procedures and standards.
Answer department telephone within three rings, using correct greeting and telephone etiquette.
Check Front Desk and storage areas for proper supplies, organization, and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies.
Review the previous day's occupancy and room revenues. Monitor revenues derived from telephone, garage, and sundries. Monitor expenses (telephone, cost of sales, supplies, commissions, and labor). Resolve discrepancies with Accounting. Track actual numbers against budget.
Ensure that staff report to work as scheduled. Document any late or absent employees.
Coordinate breaks for staff.
Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which could compromise the department's standards and delegate these tasks.
Conduct pre‑shift meeting with staff and review all information pertinent to the day's business.
Inspect grooming and attire of staff; rectify any deficiencies.
Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff, PBX Staff, and Reservations Staff.
Monitor the check‑in/check‑out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Monitor communication logs and ensure that guest requests are followed up within 20 minutes. Check for repetitive problems and follow through on any unresolved requests.
Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
Monitor guest mail and ensure that it is processed according to procedures.
Monitor and ensure that express check‑outs are processed through the system correctly in accordance with hotel check‑out standards.
Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Assist staff with their job functions to ensure optimum service to guests.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
Promote positive guest relations at all times.
Monitor and handle guest complaints by following the six step procedures…