guest service manager

2.              Ensures that all procedures and policies are in place and followed. Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.

3.              Ensure proper check-in/ out procedure are followed. Strictly follows bank-out procedures and cash handling procedures. Be familiar with sales strategy, ensure No Further Rate guarantee

4.              Ensure Confidentiality of User Log-ons. Ensure that Front Desk users are logged out when leaving the area.

5.              Responsible for Rooms Controllers daily tasks being followed and reviewed. Appropriate and accurate room blockings are being indicated on a daily basis.

6.              Responsible for training and hiring newly hired associates in guest relations area. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 15 minute daily training is required.

7.              Ensures that recognition programs for both guest and associates are in place and working. Responsible for all repeat guest special requests, lead front desk team to follow through and ensure guest has an enjoyable stay. Establish system in place for repeat/rewards/VIP guest recognition program. Being able to contribute and lead front desk team to participate in up sale program.

8.              Directly responsible for Marriott Rewards Sign-up program. Responsible of establishing the game plan; ensure rewards sign- up rates and activation rates meets brand goal.

9.              Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours. Being able to effectively and adequately make department schedule.

10.          Initiates additional tasks to improve existing procedures and guest satisfaction.

11.          Resolves system problems and can operate the system manually. Can lead the staff through a down time.