POSITION DESCRIPTION

Position Title:            Guest Services Manager               Reports To:    General Manager

Department:              Rooms                                           Date:               August 2025

Responsible for leading and managing all aspects and daily operations of Front Desk Department of the property to ensure efficient and profitable operation.

Supervision Received:

Supervision is received from the General Manager

Essential Functions:

• Ensures Operating Results are achieved for the Departments under his/her supervision.  These results include but are not limited to the following:
• Works with General Manager on any implementation of reports, controls, etc.
•  Develops management and staff programs to increase guest satisfaction.
• Maintain product and service standards.
• Be part of the committee/department heads to ensure overall profit, service and employee satisfaction goals are met or exceeded.
• Ensures Staffing Results are achieved for the Rooms Division.  These results include but are not limited to the following:
• Selects, trains, supervises, develops, disciplines and counsel department associates.
• Conducts performance evaluations for associates.
•      Supports Associates in implementing procedures, service standards, goal setting and    execution of daily duties.
• Ensures Financial Results are achieved for the property.  These results include but are not limited to the following:
• Actively involve in Revenue Meetings. Implement all decision and changes in the PMS.
• Be knowledgeable of annual budget.
• Communicates with General Manager regarding results and alignment of plans.
• Performs all necessary administrative functions for the Department.  These functions include but are not limited to the following:
•      Inspects guest rooms, public access areas, and grounds for cleanliness and appearance.
• Adheres to company, property, and department safety standards and procedures.
• Be active member of hotel meetings (Staff Meeting, safety meeting and Employee Meetings, etc)
• Always conducts self in a professional manner.
• Complies with all policies and procedures set forth by the A1 Hotels employee handbook.
• Maintains and builds positive relationships within the property, community and industry to include:
• Participates in appropriate industry related community and state organizations.
• Speaks with and responds to guests regarding service challenges.

Secondary Functions:

•  Performs all other duties as assigned.

Qualifications:

Position requires minimum of three years hotel experience.

• Knowledge and understanding of hotel operations and departmental interdependencies.
• Ability to effectively communicate with guests, hotel staff and management in a professional manner.
• Ability to self motivate and to be self-disciplined.
• Ability to work under time constraints.
• Ability to prioritize structure and complete tasks in support of the hotel’s goals and objectives.
• Working knowledge or ability to gather working knowledge of  PMS and all other related computer applications.
• Possession of, or ability to obtain, a valid driver’s license
• Ability to always maintain a professional appearance

Working Conditions:

This position requires the ability to perform those activities necessary to complete the essential functions of the job, either with or without reasonable accommodation.

Walking:          30%

Standing:         30%*

Sitting:            30%*

Bending:         5%

Lifting:            5% / up to 40 lbs.

                        100%