What are the job contents and procedures of a hotel lobby manager?

The job content and procedures of the hotel lobby manager are to accept and handle hotel guests to all departments and areas in the hotel on behalf of the general manager. Including all personal complaints, listen to all kinds of opinions and suggestions from guests. Work with relevant departments to handle accidents that occur in the hotel, answer guests' inquiries, and provide necessary help and services to guests.

When problems arise within hotel management, they should propose solutions to the top management of the hotel and participate in the internal management of the front desk department. The hotel lobby manager is the management representative stationed in the lobby of the hotel and is equivalent to a supervisor. This position is very important, and it is also the best place to train people. Once you are done, you will be fully qualified to serve as deputy general manager.

Job responsibilities of hotel lobby manager

1. Receive and greet guests, and check the work of receiving important guests. Handle guest complaints and file important complaints as cases.

2. Assist hotel leaders and relevant functional departments to handle various emergencies that occur in the hotel.

3. Answer guest inquiries and provide necessary assistance and services to guests.

4. Be familiar with the characteristics of guests, actively seek opinions from guests, and actively harmonize the relationship between the hotel and guests.

5. Responsible for the receipt, storage, search and claiming of items left by guests.

6. Coordinate the relationship between various departments.

7. Accept guest reservations, be responsible for the implementation of reservations and notify relevant departments, and manage reservation information.

8. Supervise employees to operate according to specifications, serve politely, and check the working status of front office staff.

9. Assist the front desk cashier to handle guest accounting issues and handle claims for damage to hotel property by guests.

10. Maintain the order of the lobby and the safety of guests, and always keep the lobby quiet, elegant and civilized.