Guest Service Manager

 Direct and coordinate the activities of the Front Office operations including Front Desk, PBX, Concierge, Bell staff and Business Center. Provide efficient and courteous service to each guest and maximize occupancy and guest room revenue. Ensure all rooms related issues are handled during scheduled shift. 

•  Supervise the Front Office operations, including managers and supervisors to provide efficient and courteous service to each guest.
• Maximize guest and employee satisfaction.
• Schedule Front Office employees including Guest Services Agents, Front Desk Supervisor, PBX Operators, Concierge and Business Center Clerks according to occupancy levels and budget.
• Ensure all payroll issues are handled appropriately and in a timely manner.
• Train the Front Office employees in Forbes Travel Guide Standards and 4 Diamond Service Expectations.
• Motivate the Front Office employees to provide the best quality customer service.
• Maintain qualified staff by monitoring daily performance and make adjustments and corrections as needed to increase guest satisfaction and provide efficient service.
•  Maintain knowledge of Hotel, facilities, events, departments and personnel in order to respond to questions. Communicate to staff all pertinent information.
• Analyze and control department expenditures to conform to budgetary requirements and assist with the development of the annual budget.
• Check group billings and other specific requests. Communicate discrepancies with the 
• Reservations, Sales & Marketing, Catering and Accounting departments.
• Coordinate all additional billing (ie. Audiovisual, In-store, Housekeeping/Retail sales, etc.) with the Accounting department.
• Work closely with the Sales & Marketing, Catering, Housekeeping and other departments to properly plan and coordinate Hotel housing activities (i.e. out of order rooms, VIP guest room assignments, pre-blocking all special requests and ensuring group billing and room assignments are completed correctly.) 
• Conduct daily inspection of Front Office areas, lobby space, brochure racks, etc. to ensure their cleanliness and orderly condition.
• Perform all necessary supervisory functions to effectively and efficiently manage personnel, including hiring, disciplinary action and terminations.
• Assist with all guest related issues that pertain to Rooms Division when necessary and follow-through with all guest complaints.
• Attend all required meetings and trainings and take on all Manager-On-Duty responsibilities when needed.
• Contribute to overall resort team effort by completing additional duties as assigned.