Guest Services Manager Resume Samples

Description :

1. Supervised associates (front office, restaurant, lounge, banquets) during evening shifts.
2. Trained, coached and motivated front office employees.
3. Composed schedules for valet, bellman and shuttle drivers.
4. Edited payroll and time logs.
5. Liaised for tour and group arrivals for Sales Department.
6. Provided and promoted a high level of guest service from reception at the front desk to guest checkout.
7. Prepared reservations for guests.
8. Recorded and reconciled customer service scores, complaints and compliments.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Trains, cross -trains, and retrains all front office personnel.
2. Participates in the selection of front office personnel.
3. Schedules the front office staff.
4. Supervises workload during shifts.
5. Evaluates the job performance if each front office employee.
6. Maintains working relationships and communicates with all departments.
7. Verifies that accurate room status information is maintained and properly communicated.
8. Resolves guest problems quickly, efficiently, and courteously.
9. Updates group information.

Experience

10+ Years

Level

Senior

Education

Sociology

Description :

1. Manages day-to-day operations and assignments of the front office staff; schedule, plan, and assign work.
2. Develops and communicates departmental strategies and goals.
3. Communicates and enforces policies and procedures.
4. Recommends and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.
5. Alerts management of potentially serious issues.
6. Ensures all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
7. Monitors front office staff to ensure guests receive prompt, professional attention and personal recognition.
8. Ensures guests are greeted upon arrival.
9. Responds appropriately to guest complaints.

Experience

2-5 Years

Level

Junior

Education

Management

Description :

1. Identifies and estimates quantities of foods, beverages, and supplies to be ordered.
2. Maintains relationships with customers and staff.
3. Updates and uses job-related knowledge.
4. Schedules staff work hours and activities.
5. Evaluates health and safety practices against standards.
6. Organize, plan, and prioritize.
7. Makes decisions and solve problems concerning menus and staff.
8. Judges the quality of food, preparation, and job applicants.
9. Processes and analyzes information when scheduling.

Experience

2-5 Years

Level

Junior

Education

Diploma

Description :

1. Greeted and checked in/checked out guests.
2. Supervised all front office staff.
3. Assisted guests with questions or concerns.
4. Made weekly work schedule.
5. Cash, credit card and register handling.
6. Trained all new hires.
7. Interviewed applicants and processed new hire paperwork.
8. Conducted/facilitated all employee meetings.
9. Ordered office supplies, food supplies and inventory control.

Experience

5-7 Years

Level

Executive

Education

Management

Description :

1. Responsible for the efficient and economical operation of the Guest Service section, to include all reservations and front desk operations.
2. Managed Guest Services staff of 11 military and civilian personnel by planning, establishing, and implementing work and leave schedules.
3. Selected applicants for section's vacancies, determined training needs, and performance standards.
4. Prepared or recommended disciplinary actions and implemented corrective actions to resolve problems within her authority.
5. Recommended solutions for staffing problems and work operations with other appropriate supervisors as required.
6. Supported and explained all management programs and decisions to subordinates.
7. Advised and counsels subordinates on how to improve their performance during feedback and appraisals.
8. Oversaw daily quarters occupancy and current checkout lists, and ensured a night audit is performed daily.
9. Investigated grievances and complaints while trying to resolve them informally at the lowest level.

Experience

7-10 Years

Level

Management

Education

Associates

Description :

1. Assigned duties and shifts to workers and observed performances to ensure adherence to resort policies and established operating procedures.
2. Maintained positive employee relations.
3. Properly trained and coached staff, to ensure they have the knowledge, tools and resources needed to perform the functions of their duties.
4. Confers and cooperates with other department heads to ensure coordination of activities.
5. Oversaw guest registration and room assignments, accommodating special requests as feasible.
6. Assisted guests, owners and other staff efficiently, courteously and professionally in the front office functions, while maintaining resort standards of service, quality and hospitality at all times.
7. Ensured proper coverage in all front office & guest services related areas; in addition to responding to guest complaints.
8. Assisted in pre-registration blocking and set up when needed.
9. Coordinated pre-keying of group arrivals and remote check-ins.

Experience

2-5 Years

Level

Junior

Education

Diploma

Description :

1. Assists the Senior Guest Service Manager in supervising the front-end team to accomplish human resource objectives by selecting, training, assigning, scheduling, coaching, counseling and disciplining employees, communicating job expectations and appraising job contributions.
2. Ensures that the duties, responsibilities, and authority of each direct report are clearly defined and communicated.
3. Maintains a Say Yes to the Guest attitude and develops employees to do the same.
4. Responsible for ordering supplies, maintaining point of sale system/machines, balancing tills, safety and cleaning of front end area.
5. Ensures the front end meets goals including, but not limited to goals related to labor, RFG, MORE Rewards, CTO, key staff coverage, etc.
6. Responsible for daily/weekly bookkeeping activities.
7. Provides backup services to employees in all areas of responsibility including Guest Services, Cashiering, bagging, and pushing carts.
8. Provides backup to the Senior Guest Service Manager in his/her absence.

Experience

5-7 Years

Level

Executive

Education

Associates

Description :

1. Directly effecting guest satisfaction surveys.
2. Analyzes guest needs and made small changes to fulfill those needs best.
3. Builds personal credibility through behaving with the highest ethical standards, respecting and treating others fairly and inspiring loyalty and trust.
4. Leads the career development of self and others by attracting and retaining a superior and talented management and property team, encouraging and supporting career development, and driving continuous learning.
5. Manages organizational change productively by driving continuous improvement, building support for change and adapting to change.
6. Ability to demonstrate and model the Hotel values by empowerment, balancing the needs of guests, owners and employees, and demonstrating entrepreneurial spirit.
7. Assists the gm in interviewing, hiring, training and terminating employees.

Experience

10+ Years

Level

Senior

Education

Management

Description :

1. Consistently provided friendly guest service and heartfelt hospitality.
2. Promptly and empathetically handled guest concerns and complaints.
3. Operated the drive-through window and sales register quickly and efficiently.
4. Greeted customers and provided excellent customer service.
5. Pleasantly and courteously interacted with customers.
6. Maintained high standards of customer service during high-volume, fast-paced operations.
7. Cross-trained and coordinated scheduling with team members to ensure seamless service.
8. Prepared fountain drinks and ice cream items.
9. Prepared all food orders within a 2-3 minute time frame.

Experience

2-5 Years

Level

Junior

Education

Associates