Front Desk Operations Manager

4 days ago

Gold Coast, Queensland, Australia beBeeConfidentiality Full time $63,000 - $94,000
Guest Services Manager

The Guest Services Manager oversees the day-to-day operations of the Front Desk ensuring exceptional guest satisfaction and maintaining professional standards. Reporting to the Front Office Manager, you will be responsible for managing the shift ensuring check-in and check-out services are provided to guests in accordance with established service standards.

  • Assist staff with expediting problem payments (e.g., issues processing credit cards).
  • Follow up with guests regarding satisfaction with guest-related issues.
  • Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room keys.
  • Process various payment types such as room charges, cash, checks, debit, or credit.
  • Set up accurate accounts for each guest upon check-in (i.e., sharings, separate room/tax/incidentals, comp).
  • Anticipate sold-out situations and obtain suitable alternative accommodations when the property cannot accommodate guests with reservations.
  • Block rooms in the computer and identify designated requirements and requests.
  • Contact relevant personnel or departments as necessary to resolve guest calls, requests, or problems.
  • Coordinate with Housekeeping to track readiness of rooms for check-in.
  • Review shift logs/daily memo books and document pertinent information in logbooks.
  • Count bank at the beginning and end of the shift.
  • Balance and drop receipts according to accounting specifications.
  • Support management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees; serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.

Key Responsibilities:

The Guest Services Manager is accountable for the overall performance of the Front Desk team, including staff productivity, efficiency, and accuracy in providing guest services.

Qualifications:

  • Proven experience in a similar leadership role.
  • Working knowledge of hotel property management systems.
  • Strong time management, attention to detail, and multitasking skills.
  • Ability to maintain confidentiality and discretion at all times.
  • Demonstrated conflict resolution skills.
  • Passionate about inspiring team members and developing their skills.
  • Excellent communication skills (both written and verbal).

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