Guest Services Manager

Trademark Property Company • Dallas, TX

127d

About The Position

Trademark Property Company, based in Fort Worth, Texas, is a full-service real estate firm specializing in the development, investment, and management of mixed-use, retail, multifamily, and office properties. Since its founding in 1992, the company has been dedicated to transforming communities by creating vibrant, community-focused spaces. The Guest Services Manager will be a key part of our team at Galleria Dallas, a premier mixed-use shopping and entertainment destination. With over 200 retailers and restaurants, the Galleria is a vibrant hub for the community and a top destination for visitors. The Guest Services Manager is a full-time, professional position that reports to the Director of Marketing. This role is responsible for overseeing and improving all guest services, managing the Guest Services team, and ensuring a premier experience for all mall visitors. The manager also plays a key role in promoting the mall as a top-tier destination for tourists and locals.

Requirements

• A minimum of three years of experience in a hospitality, concierge, or similar customer-facing role.
• A positive, professional, and upbeat personality with a passion for delivering outstanding customer service.
• Strong computer skills, including proficiency in Microsoft Outlook, Excel, and Word.
• Excellent verbal and written communication skills.
• Multilingual abilities are strongly preferred.
• The ability to stand for extended periods and walk long distances.

Responsibilities

• Lead a team of up to 15 Guest Services staff, providing supervision, training, and performance management.
• Develop and oversee programs such as gift cards, luggage/package check, and concierge services.
• Oversee curbside delivery, assistance to guest vehicles, and internal food and retail deliveries to tenants, hotel guests, and office tower employees.
• Ensure the team's efficient and clear implementation of all services.
• Deliver exceptional, '6-star' service to guests.
• Handle inquiries, complaints, and requests with a positive and professional attitude.
• Provide personalized recommendations for dining, shopping, and entertainment.
• Assist with the execution of in-center and tenant events, including managing bookings and maximizing revenue for party rooms.
• Oversee the sound setup and coordination for performances such as holiday choirs, the spring music series, and other plaza activities.
• Maintain accurate records of visitor traffic and service requests.
• Manage all daily operations at the Guest Services desk, including stroller/wheelchair rentals.
• Maintain in-depth knowledge of local attractions, venues, and destinations to provide guests with comprehensive information and assistance.

Benefits

• Medical, Dental, & Vision: Coverage through United Healthcare
• Disability & Life Insurance: Employer-paid short-term/long-term disability and life & AD&D insurance.
• Paid Leave: Up to 4 weeks of paid maternity leave and 2 weeks of paid paternity leave.
• 401k: With a company match of 50% on the first 5% of your contributions.
• Paid Time Off (PTO): 15 days of PTO are accrued from your first full pay period.
• Paid Holidays: You will receive 10 paid holidays per year, plus a paid birthday holiday and 2 paid volunteer days.
• Additional Company-Paid Benefits: Access to HealthJoy for telehealth and advocacy services, and Rocket Lawyer for legal services.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees