Responsibilities

- Perform all duties as Senior Lobby host, including additional duties as follows::

- Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.

- Provides functional assistance and direction to all departments.

- Cooperates, coordinates and communicates with other hotel departments as required.

- Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel

- Responds to guest needs and resolves related problems

- Supervises and directs lobby personnel.

- Supports and assists Front Office personnel and all departments at peak periods.

- Ensures VIPs and priority club guests receive special attention

- Assist Lobby Host in greeting, rooming, and sending off VIP guests.

- Inspects front office and back of house regularly for cleanliness.

- Assists in greeting, rooming, and sending off VIP guests.

- Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

- Provides input for Front Office meetings.

- Promotes inter-hotel sales and in-house facilities.

- Checks billing instructions and monitors guest credit

- Analyses and approves discounts and rebates.

- Analyses the rate variance report to ensure rooms revenue control

- Takes action with the Property Management Systems (PMS) in emergency situation.





- Fully conversant with all hotel emergency procedures.

- Night staff check mail, message of expected guests against the system/computer and expected arrivals

- Handle all Complaints

- Ensure working of all Front Office Policies and Procedures when night staff

- Be knowledgeable of Front Office systems and know back up procedures and system recovery procedures

- Efficient check in and check out process

- Review and monitor early morning wake up procedures

- Maintain correct guest registration cards

- Maintain current Hotel information

- Operate communication equipment

- Conduct Credit card checks

Required Skills

- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

- Good writing skills; fluent in both written and spoken English

- Proficient in the use of Microsoft Office and Front Office System

- Problem solving and organizational abilities

Qualifications

- Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent

Experience

- 2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.

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📌 Guest Services Manager 宾客服务经理 (México)
🏢 Ihg
📍 México