Job Descriptions for a Hotel Guest-Service Manager

The hotel guest-services manager must resolve guest problems quickly and efficiently in a manner that preserves goodwill and the overall hotel objectives. Effectively aligning staffing duties and expectations with overall guest service objectives is also essential in this role.

Duties

1. Hotel guest-services managers are hospitality-oriented. Their duties include coordinating reservations and accommodations, managing front desk staff, which may include concierge and valet services, and managing guest relations.

Education/Experience

2. According to the Business of Labor Statistics, most large full-service hotel chains prefer to hire candidates with a bachelor's degree in a discipline that is directly or closely related to the hospitality field. This preference does not mean that candidates with a two-year degree or experience in lieu of a four-year degree are excluded.

Certification

3. Hotel guest-services managers are eligible to earn and maintain the Certified Front Desk Manager (CFDM) designation. The Educational Institute of the American Hotel and Lodging Association offers an online test.

Working Conditions

4. Hotels are a 24-hour service industry. Hotel guest-services managers often exceed a 40-hour work week, and they are frequently on call. Sometimes the guest-services manager works rotating or multiple schedules to ensure optimum coverage. Such schedules include occasional night and weekend shifts.

Earnings

5. According to the May 2008 Bureau of Labor Statistics occupational outlook data, 28,490 lodging mangerswere employed in the traveler-accommodation industry, and they earned an average of $51,930