Guest Services Manager

JRNL TWO BUNCH PALMS LLC•Desert Hot Springs, CA

16h

About The Position

This role is responsible for managing the guest services team and spa operations to deliver high-quality service, ensuring guest satisfaction and operational efficiency. This role involves supervising staff, coordinating spa services, handling guest inquiries, and maintaining a welcoming and professional environment. The Manager ensures compliance with health, safety, and organizational standards while fostering a positive team culture.

Requirements

High school diploma or equivalent; a degree or certification in hospitality, business, or spa management is preferred.
4+ years of experience in guest services, hospitality, or spa operations, with at least one year in a Management role.
Strong leadership, communication, and interpersonal skills.
Experience & Proficiency using Opera, Book4time, and other computer cloud-based systems.
Perform job functions with attention to detail, speed and accuracy.
Prioritize and organize.
Be a clear thinker, remain calm and resolve problems using good judgement.
Follow directions thoroughly.
Understand guest’s service needs.
Work cohesively with co-workers as part of a team.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent hotel data.
Ascertain departmental training needs and provide such training.
Direct performance of staff and follow up with corrections when needed.
Input and access information in the property management system/computers/point of sales system
Strong problem-solving skills with the ability to troubleshoot and resolve errors, folio discrepancies, and other operational issues as they arise.
Ability to work flexible hours, including weekends and holidays.

Responsibilities

Oversee the daily operations of guest services and spa facilities, ensuring exceptional customer experiences and smooth operation flow.
Greet and assist guests, addressing inquiries, concerns, and special requests promptly and professionally.
Ensure a seamless guest experience from booking to post-service follow-up.
Monitor guest feedback and implement improvements to enhance satisfaction.
Work closely with the DOR and other GSM to ensure all areas of Rooms and Spa are supported.
Oversee daily spa operations, including appointment scheduling, inventory management, and facility maintenance.
Support Guest services staff with front office tasks.
Ensure cleanliness, safety, and compliance with health and sanitation regulations.
Coordinate with vendors for supplies and equipment maintenance.
Train, schedule, and supervise guest services and spa staff, including guest service agents, therapists, and attendants.
Conduct performance evaluations, provide feedback, and foster professional development.
Ensure staff adhere to service standards, policies, and procedures.
Conduct pre-shift meetings with staff and review all information pertinent to the day's business.
Manage bookings, cancellations, and payment processing using spa management software.
Prepare reports on revenue, guest satisfaction, and operational performance.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
Assist in budgeting and cost control for spa services and supplies.
Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
Promote spa services, packages, and products to drive revenue.
Upsell services and products to enhance guest experience and sales targets.
Collaborate with resort leadership to develop promotions and loyalty programs.
Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Supervisors, Guest services, Spa and Security Staff.
Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.
Monitor guest mail and ensure that it is processed according to procedures.
Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Assist staff with their job functions to ensure optimum service to guests.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Guest Services procedures.
Assist staff with expediting payments.
Ensure Spa staffing levels are on par with the right amount of business.
Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
Work closely with Director of Rooms to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping.
Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
Complete area check nightly.
Ensure all closing duties for staff are completed before staff sign out.
Provide feedback to staff on their performance.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Complete all paperwork and closing duties.