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The Guest Services Manager is
responsible for the success of the front desk, for ensuring that guest
satisfaction and product quality standards are met, and for managing all
areas of the hotel according to Hampton Inn/Hampton Inn & Suites
standards to achieve a friendly atmosphere of superior guest service and
product quality. Displays exemplary performance for staff to follow.
GUEST SERVICE
• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest service in responding
promptly to guests’ needs.
• Is committed to making every guest satisfied.
• Ensures all hotel staff, including new-hires, know all components of
the We CARE—Guaranteed and 100% Satisfaction Guarantee, and are trained
to meet service standards.
• Develops added-value customer service programs.
• Empowers hotel staff to deliver guest service by encouraging and
rewarding responsive guest assistance.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of
consistent guest service.
FRONT DESK MANAGEMENT
• Acts as manager on duty for hotel and manages front desk
operations.
• Ensures front desk staff is trained in all front desk operations,
including check-in/check-out procedures, telephone procedures, hotel
amenities and computer systems.
• Ensures front desk staff is trained in and follows financial control
procedures for cash, vouchers, inventories and receivables.
• Produces accurate financial reports on time.
HUMAN RESOURCES
• Manages human resources functions including recruiting, selection,
orientation, training, performance planning and evaluation and
pay/reward programs to maintain a qualified front desk workforce.
• Maintains a positive, cooperative work environment between staff and
management.
• Emphasizes employee selection, training and development as way of
doing business.
• Ensures all hotel employees know hotel objectives.
• Ensures personnel files are accurate and comply with both local and
federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely manner.
• Ensures employees understand policies, pay procedures, bonus plans and
benefits.
• Helps develop management talent by acting as a mentor for direct
reports.
• Ensures completion of training objectives and development plans.
• Monitors and maintains acceptable turnover levels.
SAFETY AND SECURITY
• Knows local health and safety codes and regulations that apply to the
hotel.
• Understands and implements “Right To Know” laws.
• Recognizes and corrects potential safety hazards in the hotel such as
broken doors or railings, fire hazards, etc.
• Recognizes and corrects potential security problems in the hotel such
as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key
control system and ensures others follow them.
• Uses ongoing safety training to minimize worker’s compensation claims. |
