POSITION TITLE: Guest Service Manager
REPORTS TO: Assistant General Manager / General Manager
POSITION SUMMARY:
The Guest Service Manager is a multi-dimensional role that requires performing multiple job duties, often simultaneously. The Guest Service Manager coordinates front desk activities and ensures complete satisfaction of all guests. Additional responsibilities include: communicating with all departments, managing reservations and room assignments, assisting with the F&B operation and responding to guest requests, inquiries and escalations.
DUTIES AND RESPONSIBILITIES:
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Ensure front desk is tidy and has all necessary materials (e.g. key cards, packets, etc.)
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Train, supervise and support front desk
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Recruit and train new employees
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Create, organize, and maintain scheduling for all front office employees
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Assign tasks and ensure all front of house positions are covered for duration of shift
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Ensure timely and accurate customer service
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Handle complaints and specific customer requests
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Troubleshoot emergencies
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Monitor stock and order office supplies
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Review and respond to all in-house and 3rd party reviews.
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All other duties as assigned/required.
POSITION REQUIREMENTS:
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Must be able to communicate in English both written and verbally.
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Must be able to stand for long periods of time.
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Must be able to lift 20 lbs.
Brand: Homewood Suites
Address: 2400 West End Ave Nashville, TN - 37203
Property Description: Homewood Suites Nashville
Property Number: 66