Scope and General Purpose:
The Guest Services/Front Office Manager supports the Director of the Front Office by managing guest and front office operations, and staff members. The Guest Services/Front Office Manager assists with check-in, check-out, responds to guest requests and complaints. Oversees lobby operations and hotel amenities, such as concierge and valet services, pool or spa operations. The Guest Services/Front Office Manager monitors staff scheduling and shifts and oversees the department operation.
_ Main Duties:_
- Oversee all guest services operations, including front desk, reservations, PBX, bell staff, and transportation services to ensure quality and guest satisfaction. Good thorough knowledge of property management software (PMS) or hotel reservation software.
- Train new guest services department personnel.
- Answer inquiries regarding rates and availability, and concerns raised by guests on comment cards.
- Maintain a thorough knowledge of room locations, types of rooms, package plans, hotel facilities.
- Maintain a detailed knowledge about the hotel's services and hours of operations.
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
- Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.
- Check guests in and out, including preparation of guest bills and authorizing payments.
- Responsible for cash handling including float and banking.
- Report anything considered a health and safety hazard through appropriate department channels.
- Using information available, plan and control both the preparation of future shifts and effective communication to the team.
- To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.
- Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets.
- Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.
- Knows cash handling procedures. Files and posts all changes to guest master and city ledger account.
- Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.
- Do service recovery procedures.
- All and any other duties as assigned or required.
MAY ASSIST WITH THE FOLLOWING:
- Oversee the Beach & Family Activities department in the absence of the manager. Promote and up-sell all Hotel amenities and services.
- Inform and assist guests of sign up/reservation procedures for golf and tennis games, spa treatments, kids camp, fitness center and all other resort services.
- Maintain the professional appearance of the Fitness Center.Ensure that fitness room and equipment are being maintained to the highest standard have knowledge of gym equipment and assist guests when needed.
- Responsible for the safety and security of guests and their property. Must be alert to safety hazards and possible safety problems.Assist in handling emergency situations.
Minimum Qualifications
- High School Diploma or equivalent. Bachelor’s degree in Hospitality or Business Management is preferred.
- Minimum one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.
- Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques.
- Excellent problem resolution skills along with outstanding communication and active listening skills.
- Ability to work flexible hours.
- Highly responsible and reliable with a professional presentation.
- Customer service focus.
- Friendly, helpful, confident and engaging personality.
- Basic administration and computer skills.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evenings as needed
- Evening shift
- Every weekend
- Holidays
- Monday to Friday
- Weekends as needed
Work setting:
Experience:
- Hotel experience: 1 year (Preferred)
Ability to Commute:
- Christiansted, VI (Required)
Ability to Relocate:
- Christiansted, VI: Relocate before starting work (Required)
Work Location: In person