Guest Services Manager

EOS•Berlin, MD

4d•Onsite

About The Position

The Guest Services Manager is responsible for overseeing all guest-facing operations to ensure exceptional customer service and a positive guest experience. This role supervises front desk and guest services staff, resolves guest concerns, implements service standards, and collaborates closely with other departments to maintain high levels of guest satisfaction. The ideal candidate is a proactive leader with a passion for hospitality, strong problem-solving skills, and a commitment to delivering outstanding guest experiences.

Requirements

3–5 years of hospitality, customer service, resort, hotel, or lodging operations experience.
Previous supervisory or management experience preferred.
Experience with front desk operations, reservations, and guest service programs preferred.
Exceptional customer service and interpersonal skills.
Strong leadership, coaching, and team development abilities.
Excellent conflict resolution and problem-solving capabilities.
Strong verbal and written communication skills.
Ability to thrive in a fast-paced environment and manage multiple priorities.
Proficiency with property management systems (PMS), reservation software, and Microsoft Office applications.
Strong organizational skills and attention to detail.
Commitment to service excellence and guest satisfaction.
Ability to stand and walk for extended periods.
Ability to occasionally lift up to 25 pounds.
Availability to work evenings, weekends, holidays, and during peak operating periods as needed.

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
Equivalent hospitality experience may be considered in lieu of formal education.

Responsibilities

Manage the daily operations of the Guest Services and Front Desk departments.
Ensure guests receive prompt, courteous, and professional service at all times.
Train, coach, and supervise Guest Services team members.
Handle guest concerns, complaints, and service recovery efforts efficiently and professionally.
Monitor guest feedback and implement strategies to improve satisfaction and loyalty.
Coordinate with Housekeeping, Maintenance, Food & Beverage, Activities, and other departments to meet guest needs.
Develop, implement, and enforce guest service policies, procedures, and standards.
Maintain accurate records of guest interactions, incidents, and service requests.
Assist with staff scheduling, workforce planning, and performance evaluations.
Monitor departmental budgets and control operational costs where applicable.
Ensure compliance with company policies, safety standards, and hospitality best practices.
Support special events, group bookings, and peak-season operations.
Analyze guest service metrics and prepare reports for resort leadership.
Foster a positive team culture focused on hospitality, accountability, and continuous improvement.