Front Desk/ Guest Experience Manager

Front Desk / Guest Experience Manager

40 hours per week including all holidays and weekends
Must be able to work all shifts (AM, MID PM) including night Audit rotations

Specific Duties:

Provides optimal guest satisfaction by offering professional and efficient service
through guest interaction.

Responsible for all aspects of operating the Member Service Desk.

Handles guest requests in a timely manner.

Handles all phone calls to the Member Service Desk in a professional and courteous
manner.

Performs a Meet & Greet to all arriving guests with a warm and sincere welcome.

Communicates guest needs to appropriate departments to ensure guest satisfaction.

Interacts directly with guests on all Member Service Desk issues i.e. reservations,
billing inquiries, concierge duties, etc.

Handles and responds to all guest complaints received at the Member Services Desk, communicating to the Senior Guest Service Manager as needed.

Assists fellow Guest Service Manager's and works as a team to create a positive
environment for guests and staff.

Monitors arrangements for all V.I.P., Special Attention and Long Stay guests.

Makes appropriate decision as a Manager, analyze situations and react accordingly
when the hotel operation is affected.

Remains calm and authoritative in fire & safety issues.

Proficient in the use of Springer Miller Systems and other equipment including kiosks; able to analyze and resolve problems with PMS and/or interfaces in a timely
manner; knowledgeable of procedures related to the Member Service Desk
operation.

Provides Concierge Service for guests and remain knowledgeable and updated on local events, services etc.

Attends departmental meetings and/or events for the Member Service Desk and hotel as requested by the Senior Guest Service Manager.

Responsible for cash drawer of assigned amount and cash handling.

Supervises Guest Service Representatives duties for guest requests.

Balances Room Inventory for arrivals daily to maximize room revenue as per policy.

Responsible for appropriate revenue collection from all guests by ensuring they receive a bill for services provided, all credit cards on file are valid, credit is not
extended beyond the appropriate levels. etc.

Provides reservation services when required.