Job Description

Press space or enter keys to toggle section visibility

Job Summary

The Guest Service Manager oversees the overall operation during a specific shift. Their main responsibility includes supervising associates, ensuring compliance with company policies and procedures, handling any issues or emergencies that arise, and ensuring the smooth running of daily operations. Always maintaining Rosewood’s high standards of service and hospitality. Have a thorough knowledge of all Front Desk operations. 

Essential Duties and Responsibilities

Supervise Receptionists/Guest Service Associates, assisting them with issues that may arise and ensuring that all tasks are completed following Rosewood Standards.Ensure associates have their breaks, according to the number of hours worked.Ensure that there is adequate associate coverage in the Lobby and at the Reception/Front Desk at all times.Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy.Be fully competent in all reception and cashier duties.Cover all shifts when required.Cover Rooms Controller shifts if required.Liaise with other Departments in regard to special guest requirements (i.e. Laundry/Guest Services, Florist, Housekeeping, In Room Dining)Be present at the Reception/Front DeskDeal promptly and effectively with any complaints.Meet and greet VIP guests.Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible.Conduct a handover at the end of each shift with relieved staff, informing them of any special requirements or problems.Liaise with Guest Services to ensure swift baggage dispatch and collection.Follow up on late cancellations and no shows and charge when appropriate.Inform the receptionist/cashiers of new memos during the handover.Check the next day’s arrivals correspondence, confirming car-, restaurant- and -bookings. Ensure that all guests’ needs are dealt with satisfactorily.Coordinate with Rooms Controller on all room allocations, ensuring effective communication of these with Receptionists/Guest Service Agents.Deal with room moves and ensure seamless communication of these with the relevant departments.Check potential room revenue for any discrepancies and make necessary corrections.Balance the screen (room types) for the next day.Maintain amicable and co-operative working relations with all other departments.To be responsible for identifying any training needs of Reception/Front Office associate and communicating these to the Front Office Departmental trainer.Ensure enough supplies of all stationary items are in storage.Assist the Director of Front of House and Assistant Director of Front of House in all aspects of the department and ensure service standards are followed.Manage any emergencies on the desk and take necessary actions.Follow up all audit points with regards to LQA, Forbes & Rosewood Standards.Assist guests regarding hotel facilities in an informative and helpful way.Follow department policies, procedures, and service standards.Follow all safety policies.Access all functions of the computer system.Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.Review previous night's no-shows, verify and ensure billing of such.Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.Balance room types daily.Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.Provide feedback to associates on their performance. Handle disciplinary problems and counsel associates.The Guest Service Manager may be required to carry out other duties, directed by the Director and Assistant Director of Front Office.

Standard Responsibilities

Comply and adhere to the Rosewood company policies.Take on other tasks in addition to the ones stated, in a reasonable framework.Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.Model the company’s culture, vision, mission, and core values at all times.Appear as a role model to the Front Office team.Report any usual occurrences and any concerns to the Director / Assistant Director of Front of House.Display hospitality skills when dealing with guests and associates.Effective scheduling based on forecast business.Coach and counsel associates when necessary.Ensure high standards of personal presentation and grooming.Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles, and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated. 

Health & Safety

Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.Report any defects in the building, plant or equipment according to hotel procedure.Ensure that any accidents to staff, guests or visitors are reported immediately in accordance with correct procedures.Attend Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.Be fully conversant with:RegulationsRisk Assessments for your departmentHotel Fire & Bomb Procedures

Other

The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.