Guest Services Manager

Rio Mar Hospitality Management • Río Grande, PR

32d • Onsite

About The Position

The Guest Services Manager oversees all aspects of the guest experience, ensuring exceptional service from check-in to check-out while managing guest service operations, including bell services, concierge, and PBX. This role also requires close coordination with events and sales teams to deliver seamless experiences for both individual guests and large groups. The Guest Services Manager is responsible for leading a team to maintain high service standards, resolve guest concerns, and support the resort’s overall objectives.

Requirements

• Minimum of 3-5 years in a managerial role in guest services, preferably in a resort or convention hotel setting.
• Strong leadership, communication, and organizational skills.
• Proven ability to handle guest complaints and deliver service recovery.
• Experience managing group and convention-related logistics.
• Proficiency in property management systems (PMS), guest service technologies, and event management platforms.
• Ability to work in a fast-paced environment and manage high-stress situations, particularly during peak periods and large events.

Nice To Haves

• Bachelor’s degree in Hospitality Management or related field preferred, or equivalent experience.

Responsibilities

• Oversee all aspects of the guest experience, ensuring exceptional service from check-in to check-out.
• Manage guest service operations, including bell services, concierge, and PBX.
• Coordinate closely with events and sales teams to deliver seamless experiences for individual guests and large groups.
• Lead a team to maintain high service standards.
• Resolve guest concerns.
• Support the resort’s overall objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager