Job Description, Duties, Interview Questions and Salary for Guest Service Manager
The Front Desk – Guest Services Manager is a crucial role in the hospitality industry. This person is responsible for managing a team of front desk agents and ensuring that guests have a positive experience from check-in to check-out.
Some of the key responsibilities of a Front Desk – Guest Services Manager include overseeing the daily operations of the front desk, ensuring that all guests are greeted in a friendly and professional manner, resolving any guest complaints or issues, managing room reservations and availability, and supervising the work of front desk agents.
In addition to these operational duties, a Front Desk – Guest Services Manager must also possess strong leadership and communication skills. They must be able to motivate and inspire their team to provide exceptional customer service, as well as collaborate with other departments within the hotel to ensure a seamless guest experience.
Overall, the role of a Front Desk – Guest Services Manager is critical to the success of a hotel or resort. It requires a combination of operational expertise, leadership skills, and a commitment to providing outstanding customer service to guests.
Oversees all guest services operations, including front desk, reservations, PBX, bell staff, and transportation services to ensure quality and guest satisfaction. Good knowledge of property management software (PMS) or hotel reservation software.
Guest Services Manager 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, and hotel facilities.
- Maintains detailed knowledge of the hotel’s services and hours of operation.
- Display a proactive 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 authorizing 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 the information available, plan and control both the preparation of future shifts and effective communication with the team.
- To act as a duty manager for the hotel, ensuring all guests are satisfied, both internally and externally.
- Allocation of all rooms to include, special requests, sofa bedrooms, 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 to cover the unexpected needs of the Hotel and outlets.
- Knows all safety and understands emergency procedures and how to act upon them. Understand 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.
JOB TITLE: GUEST SERVICES MANAGER
REPORTS TO: Front Office Manager or General Manager
Education: Minimum two years 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 visit the hotel.
Experience: Minimum one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.
Interview Questions For Front Desk Guest Services Manager Position:
Interviewing candidates for a Front Desk Guest Services Manager position involves assessing their leadership skills, customer service abilities, organizational proficiency, and experience in managing guest-related operations. Here are some interview questions you might consider:
- Can you provide an overview of your experience in guest services management, particularly in a hotel setting?
- This question allows the candidate to provide a summary of their relevant experience and background.
- How do you ensure a positive and seamless guest experience during check-in and check-out processes?
- Assess the candidate’s understanding of guest services and their ability to manage the check-in and check-out procedures efficiently.
- What strategies do you use to handle and resolve guest complaints or issues effectively?
- This question evaluates the candidate’s interpersonal and problem-solving skills, crucial for managing guest relations.
- How do you train and develop front desk staff to provide excellent customer service and uphold the standards of the hotel?
- Assess the candidate’s leadership and training skills, important for fostering a capable and motivated team.
- Can you share an example of a time when you implemented a process improvement in guest services that resulted in increased guest satisfaction?
- This behavioral question allows the candidate to demonstrate their initiative and ability to enhance guest services.
- How do you prioritize and manage multiple tasks, such as phone calls, guest inquiries, and check-ins, simultaneously at the front desk?
- Evaluate the candidate’s organizational and multitasking skills, crucial for managing the demands of a busy front desk.
- What technology and software are you familiar with for guest services, such as reservation systems or communication tools?
- Assess the candidate’s technical skills and their familiarity with tools commonly used in guest services.
- How do you stay informed about local events, attractions, and services to provide helpful information to guests?
- Evaluate the candidate’s knowledge and curiosity about the local area, as they may be required to provide information to guests.
- What steps do you take to ensure the confidentiality and security of guest information at the front desk?
- Assess the candidate’s understanding of privacy and security protocols, essential for maintaining guest confidentiality.
- How do you measure and track guest satisfaction, and what actions do you take based on guest feedback?
- Assess the candidate’s responsiveness to guest feedback and their willingness to implement improvements based on reviews.
Salary for a Front Desk Guest Services Manager Position:
The salary for a Front Desk Guest Services Manager can vary based on factors such as the size and type of the hotel, location, and the candidate’s experience. As of my last knowledge update in January 2022, the average annual salary for a Guest Services Manager in the United States ranged from $50,000 to $80,000 or more, depending on the factors mentioned.
However, it’s important to note that salary figures can change over time, and it’s advisable to refer to the latest industry reports, salary surveys, and local job market data for the most up-to-date information on salaries for Front Desk Guest Services Managers.