Guest Reception Manager

Guest Reception Manager

SUMMARY

The Guest Reception Manager is responsible for the management of all aspects of the Front Desk/Concierge/Guest Relations/Bell & Valet functions in accordance with hotel standards.

ESSENTIAL FUNCTIONS

Duties include, but are not limited to:

• Monitoring service standards in all areas of the operation in keeping with the highest guest expectations

• Handling all guest complaints in the absence of all other management, if guest wishes to speak to the Manager on Duty

• Directing, implementing and maintaining a service and management philosophy which serves as a guide to respective staff

• Maximizing the financial performance of the hotel by providing the highest possible guest service and product

• Performing management duties in the absence of all other managers

• Troubleshooting guest and employee issues

• Constantly monitoring the physical area to ensure that all maintenance and housekeeping issues are reported and resolved efficiently

QUALIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

• One year experience in a similar position.

• Two years luxury hotel experience, preferably in front of the house and guest relations.

• High School graduate, college degree preferred.

• Full knowledge of front desk operations.

• Working knowledge of computers.

• Excellent communication skills, both written and spoken.

• Guest relations training.

• Property management system experience preferably Opera and/or Opera Cloud.

• Ability to understand guest problems and find solutions.

• Ability to use good judgment and maintain discretion and diplomacy while performing job duties.

• Ability to promote positive relations with guests, staff and vendors.

• Ability to remain calm, courteous and helpful.

• Ability to think clearly and quickly.

• Ability to prioritize, organize and follow-up.

• Ability to maintain confidentiality of all guests and resort information.

• Ability to work cohesively with all departments.

• Ability to communicate verbally by phone, radio, in person and in writing.

 PHYSICAL REQUIREMENTS

Must be able to lift and carry up to 50lbs, walk long distances in all types of terrain, stand for extended periods of time. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. Must be able to ascend and descend stairs, input and retrieve computer data.