Full job description
Posted 11/22/24
Job description
The Holiday Inn & Suites Duluth-Downtown bn is seeking an outgoing, professional, and customer
service-oriented GUEST SERVICE MANAGER to join our team. Our award-winning full-service hotel
has 338 beautiful guest rooms, 2 restaurants, banquet and convention services, a covered parking
ramp, and direct access to the downtown indoor skywalk system.
Job Summary:
The Guest Service Manager is responsible for promoting and maintaining hotel standards of excellent
guest service quality at all times. Performs a variety of functions and daily activities in the Guest
Service department to maintain established operational standards and maximize hotel profits.
Essential Responsibilities:
- Provides the highest level of guest satisfaction by delivering a superior product through
employee development, job engineering, and a professional image.
- Ensures exceptional guest service at all times, responding promptly to guest concerns and
resolving complaints.
- Monitors and improve guest satisfaction scores (e.g., online reviews, guest feedback).
- Anticipates guest needs and coordinates with other department managers to ensure guests
top quality guest service.
- Supervises all Front Desk staff and daily department operations, including hiring, scheduling,
employment actions, performance evaluations, training, etc.
- Plans and conducts department meetings, focused training, and special projects.
- Manages the department in compliance with established hotel and department policies and
procedures; applicable local, state, and federal laws and regulations; and IHG brand
standards.
- Manages the reservation function to ensure the highest possible room occupancy and Average
Daily Rate.
- Performs the work of a Guest Service Representative, Night Auditor, Manager on Duty, or
Shuttle Driver, as needed. Make hotel reservations, checks guests in and out of the hotel,
answers inquiries, fulfills requests, processes lobby Market purchases, and transports guests
Leave a Reply