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    GSM - Duties and Responsibilities Job Title: Guest Services Manager REPORTS TO: Front Office Manager Position Summary

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    Kartiman Ktm
    The Guest Services Manager oversees all front desk operations and guest services to ensure quality and satisfaction. Their responsibilities include training staff, answering inquiries, maintaining knowledge of hotel services and rooms, taking reservations, checking guests in and out, handling cash, addressing guest issues, allocating rooms, and preventing property damage. They must understand the hotel's reservation system and have experience supervising front desk staff.

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    GSM - Duties and Responsibilities Job Title: Guest Services Manager REPORTS TO: Front Office Manager Position Summary

    Uploaded by

    Kartiman Ktm
    904 views2 pages
    The Guest Services Manager oversees all front desk operations and guest services to ensure quality and satisfaction. Their responsibilities include training staff, answering inquiries, maintaining knowledge of hotel services and rooms, taking reservations, checking guests in and out, handling cash, addressing guest issues, allocating rooms, and preventing property damage. They must understand the hotel's reservation system and have experience supervising front desk staff.

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    GSM - JOB DESC

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    The Guest Services Manager oversees all front desk operations and guest services to ensure quality and satisfaction. Their responsibilities include training staff, answering inquiries, maintaining knowledge of hotel services and rooms, taking reservations, checking guests in and out, handling cash, addressing guest issues, allocating rooms, and preventing property damage. They must understand the hotel's reservation system and have experience supervising front desk staff.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    904 views2 pages

    GSM - Duties and Responsibilities Job Title: Guest Services Manager REPORTS TO: Front Office Manager Position Summary

    Uploaded by

    Kartiman Ktm
    The Guest Services Manager oversees all front desk operations and guest services to ensure quality and satisfaction. Their responsibilities include training staff, answering inquiries, maintaining knowledge of hotel services and rooms, taking reservations, checking guests in and out, handling cash, addressing guest issues, allocating rooms, and preventing property damage. They must understand the hotel's reservation system and have experience supervising front desk staff.

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    GSM - DUTIES AND RESPONSIBILITIES

    JOB TITLE: GUEST SERVICES MANAGER

    REPORTS TO: Front Office Manager

    POSITION SUMMARY:

    Oversees all guest services operations, including front desk, reservations, PBX, bell staff, and
    transportation services to ensure quality and guest satisfaction. Good thorough knowledge of
    property management software (PMS) or hotel reservation software.

    GSM DUTIES AND RESPONSIBILITIES:

     Trains new Guest services department personnel.

     Answers letters of inquiry regarding rates and availability.

     Maintains a thorough knowledge of the room rack locations types of rooms, room rack


    operations, package plans, hotel facilities.

     Maintains a detailed knowledge about the hotel's services and hours of operations.

     Display a pro-active and leading role in terms of service, culture, development, team
    image, systems, procedures and skill development.

     Take reservations using the hotel reservation system, ensuring maximum occupancy and


    rates are obtained.

     Check guests in and out, including preparation of guest bills and authorising payments.

     Responsible for cash handling including float and banking.

     Dealing efficiently with day-to-day billing and guest service queries.

     Report anything considered a health and safety hazard.

     Using information available, plan and control both the preparation of future shifts and
    effective communication to the team.

     To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and
    external.

     Allocation of all rooms to include, special requests, sofa bed rooms and any other
    requirements as directed by the FOM.
     Lobby duty plays a key role in the success of the movement of our guests around the
    hotel.

     Prevent abuse and/or destruction of hotel property.

     Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets.

     Knows all safety and understands emergency procedures and how to act upon them.
    Understands accident prevention policies.

     Knows cash handling procedures. Files and posts all changes to guest master and city
    ledger account.

     Good understanding about the Property management software (PMS).

     Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy
    all such guests, within hotel policy.

     Do service recovery procedures.

    PREREQUISITES:

    Education: Minimum two year of college degree. Must speak, read. Write, and understand the
    primary language used in the workplace. Must be able to speak and understand the primary
    language used by the guests who visits the hotel.

    Experience: Minimum one year of hotel front desk supervisory experience, experience handling
    cash, accounting procedures, and general administrative tasks.

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