Job Descriptions Guest Service Manager Hotel

When looking at job descriptions, Guest service manager hotel included, for the hospitality and travel industry, it is important to note that the company you work for determines many of these job tasks. Those who are going from one hotel to the next, for example, are likely to find differences in the tasks they are responsible for performing.

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Job Descriptions Guest Service Manager Hotel Industry

Within the hotel setting, the guest service manager is responsible for running front of the office tasks. Their particular focus is on the customer, including ensuring the customer has everything necessary to enjoy their stay at the hotel. The manager is also responsible for employees who working in customer service positions throughout the hotel.

Overseas Lobby Operations

One of the most important tasks the guest service manager performs is maintaining lobby operations. This includes making sure the check in and checkout process is swift. It also includes responding to guest inquiries and complaints. In some settings, this manager works at the front desk. They are often visible in the lobby, managing employees and assisting guests.

Manages Employees

The guest services manager is responsible for the employees working in guest operations. This includes thehotel concierge, the valet service, the baggage handlers and front desk personnel. They manage the scheduling of these individuals, including maintaining accurate employee personnel files. In some situations, they also handle pool and spa operations. If there is no back of the house manager, the service manager also is responsible for housekeeping services.

Overview of Required Tasks

Look at the following daily tasks the guest services manager is often responsible for managing.

• Ensure guests are booked in rooms requested. Ensure rooms are available prior to guests checking in.

• Monitor scheduling of personnel, often managing labor. For example, if business is busy, additional personnel may need to be called in. to meet their needs.

• Ensure all hotel amenities are available and in ready for guests. This may include coffee service, continental breakfast setup, spa availability and pool openings.

• Actively interact with guests. Greeting guests, welcoming them and helping with check out is often necessary. The guest services manager also handles complaints according to the company's policies.

• Oversee the running of the operation during the day. This may include training new personnel, helping where needed, and handling guest questions. It also involves ensuring customer service staff take breaks. The manger leads and directs the hotel staff.

• Review data including occupancy statistics, room inventory, and rate plans.

• In some hotels, the guest services manager also handles payroll and expenses. He or she may be responsible for keeping the business under budget.

These are just some of the tasks expected of a hotel manager in charge of guest services. Each company will have specific tasks required of their management staff. In most cases, the guest services manager reports to the head of the unit and department.

Specific Skills Necessary

When you look at the job descriptions guest service manager hotel, expectations are often high. The day to day operation of the hotel's business is placed in the hands of the manager. Usually, to hold this type of management position, individuals will need to have a two to four year college education in hospitality management or a significant amount of successful experience in a hotel environment. In some cases, a company will promote employees to this position after the employee has demonstrated an ability to manage the business properly.

Skills needed to succeed in this occupation include:

• Leadership qualities
• Organizational skills
• Timeliness
• Ability to train others
• Knowledge of safety procedures
• Goal orientation
• Ability to work in a fast paced, stressful work environment
• Flexibility
• Decision making skills

Those best suited for the guest services manager job are those who are people oriented. If you are motivated by making people happy, you could do well in this job. Experience is important when applying for these jobs. Most employers request several years experience in the hotel industry, not necessary in this position.

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