Guest Services Manager

Job Description

Job Purpose

To maximise sales, minimise costs and ensure quality standards are met.

Duties and Responsibilities:
• 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 authorising payments
• Responsible for manning the Front Desk
• Responsible for cash handling including float and banking
• Dealing efficiently with day to day billing and guest service queries
• Check food stock levels and advise Duty Manager of items to be ordered
• Take food orders, service drinks at the bar
• Take meeting bookings and confirm food service requirements
• Other ad hoc duties as and when required
• Report anything considered a health and safety hazard
• Prevent abuse and/or destruction of hotel property
• Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets
• Responsible for looking after Hotel property at all times
• Ensure safety and hygiene standards are met
• To attend all relevant training as and when required
• To ensure that the company dress code is always adhered to
• Check daily arrivals for correct rate and financial data. Check 1 day, 8 day and 31 day reservation checks. Inform housekeeping of any special requirements
• Ensure all pre-payments are made for advance purchase bookings
• Issue pro forma invoices
• Issue group contracts for signing
• Liaise with booker of meetings and assist in the management of bookings
• Meet and greet meeting organisers ensuring meeting room requirements are accurate
• Check travel agent commissions are tracked and check invoices
• Check and complete Commissions and update daily
• Update Occ and ARR Tracker daily
• Assist reception cover where necessary
• Ensure invoices are processed onto Flash Report for Eagle
• Set up accounts for companies through Peel and chase accounts for payment
• Ensure compliance with company regulations at all times
• Ad hoc duties as and when required

General

1. To attend any meeting or training sessions as required by management.

2. To be conversant with:
• The Hotel Fire Procedures
• The Hotel and Company Security Procedures
• The Hotel Health and Safety Policy and Procedures
• The Hotel facilities and attractions
• Current Licensing regulations (Food and Beverage Service department)
• Methods of payment accepted by the Company (cash handling staff only)
• Hotel operation standards and department procedures
• Short and long term marketing promotions

Management of Customer Service and Operations
• Display a pro-active and leading role in terms of service, culture, development, team image, and systems, procedures and skills development.
• To be able to act with initiative, planning for the future and possible consequences. Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible.
• To ensure complaints and refunds are carried out in a professional manner.
• Carry out DM shifts ensuring smooth operation of business
• Manage the efforts of all hotel employees in providing a high level of customer service.
• Utilise the ONQ system, including how to interpret the data and use it to drive performance improvement.

Human Resource Management
• Conduct and/or participate in recruitment, interviewing and hiring of hotel employees.
• Establish training and development strategy for department employees.
• Prepare and conduct employee appraisals.
• Conduct and ensure all statuary training is adhered to.
• Supervise, mentor, train, coach, evaluate, motivate and develop staff.
• Build consensus within team to achieve brand standards.
• Mange employee relations issues such disciplinary and grievance.
• Adhere to employment law at all times.
• Absence management to be monitored and controlled along with holidays.
• Ensure staff rotas reflect in line with payroll budget.
• Process and administer all relevant paper work to General Manager.
• Ensure all staff adheres to uniform policy and hygiene standards at all times.

Sales and Marketing
• Ensure that the hotel has all booking channels operational.
• Deliver training sessions as appropriate to ensure that the brand promise is fully and consistently delivered within the hotels day to day operation.

Finance
• Monitor and conduct stock takes.
• Conduct daily revenue audit along with any revenue adjustments required.
• Manage banking, banking summary, petty cash and floats in accordance with company policies.
• Manage cost control throughout whole operation.
• Track and monitor cash loses with reasons why.

Assets/Property Management
• Adhere and maintain company records at all times.
• Adhere to all Health Safety procedures and policies.
• Relevant administration of incident reports to General Manager.
• Assist with annual self audit.

What’s in it for me?
• International Travel at Employee Rate for other branded hotels within our brand family
• Progression
• Room to grow
• Uniform provided

Working days will be 5 day out of 7, With shift times of 06.45 till 15.15 or 14.45 till 23:15

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