Guest Service Managent

Pay Range: $14.42 – $20.00

Listed wages are based on company-wide ranges. Actual earnings will vary based on factors such as: restaurant brand, experience, education, geography, applicable minimum wage, unit volume(s), hours worked & potential overtime pay.

JOB SUMMARY

This person will be responsible for accommodating hotel guest by registering them and assigning
rooms, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations and presenting statements to and collecting payments from departing guests. Act as advocate for guests during their stay including efficient processing of all guest inquiries and/or complaints to appropriate personnel in order to maintain the highest level of guest satisfaction during their stay.

• Process guest check-in and check-out.
• Promptly assist guests with general inquiries and/or complaints by efficient direction of inquiries/complaints to appropriate personnel or departments, including follow-up to ensure guest satisfaction. 
• Provide guests with information about their accommodations, amenities, services, local area, etc.  Maintain contact with guests during their stay to ensure service and expectations are being met. 
• Rectify guest statements for any credits and/or charges as necessary. 
• Prepare arrival packets in accordance with established protocol for guest arrivals. 
• Use computer to process reservations via telephone and/or walk-in’s, adhering to established Customer Service Standards. 
• Maintain a clean and presentable work station as well as a friendly, courteous and professional manner at all times. 
• Prepare daily bank audits and other reports as required. 
• Responsible for key control. 
• Perform clerical duties such as typing, filing, recording, mailing, and computer data input processing as necessary. 
• Perform other duties as assigned. 

JOB REQUIREMENTS

• High School Diploma or GED
• Some guest service and/or customer service experience strongly preferred
• Direct Customer Service experience required.
• Excellent guest service skills
• Flexibility in weekly schedule
• Able to handle multiple tasks
• Possess and maintain a clean and professional appearance
• Basic office skills
• Phone etiquette
• Reservations or Travel Agent experience a big plus