Guest Services Manager

Pyramid Global Hospitality • Westlake, TX

2d

About The Position

The Guest Services Manager is the department head responsible for the overall operation of retail sales and business center support across multiple locations, as well as support of the Offsite Event Coordinator. This role blends on-the-ground leadership with analytical and operational oversight to ensure optimal guest experiences and efficient business operations.

Requirements

• Supervisory experience required.
• 2 years’ experience in retail management, preferred.
• 3 years’ experience in the hospitality industry, corporate events, or similar, preferred.
• Strong computer skills to include, but not limited to: Microsoft Excel, Outlook, Word, and PowerPoint, Microsoft Teams and OneNote experience are desirable.
• Knowledge of Event, Sales, and Catering systems preferred.
• INFOR experience is desirable.

Responsibilities

• Responsible for recruiting, interviewing, training, coaching, discipline and conducting performance appraisals for direct reports.
• Also responsible for determining and communicating operating hours for each retail location, creating schedules and approving employees’ time, time off and shift changes.
• Assign, train, support and direct the staff to carry out the basic operation of their roles to give maximum efficiency and performance, maintaining the policy and standards of the property.
• Coach, develop and provide feedback to the staff for the continued growth in their current and future positions within our company.
• Ensure allotted payroll and expenses are kept within budgeted guidelines.
• Responsible for managing all aspects of each Guest Services Center including retail, conference support services, business center and mail distribution and provide exceptional service to all hotel and conference guests by ensuring all Guest Service Centers needs are met.
• Maintain inventory and order supplies/merchandise for each Guest Services Center and each Retail store.
• Conduct quarterly inventory and weekly asset management to minimize loss and maximize revenue and report each period with findings to Financial Controller leadership.
• Work daily with our client, suppliers and vendors on product selections within the retail store portion of the Guest Services Center.
• Regularly review and assess operational standards bringing any concerns or suggested improvements to the attention of the Director/Assistant Director of Event Management.
• Be thoroughly familiar with all aspects of the facility including accommodation, meeting facilities and support services available to best maximize the effective utilization of the facility and desired outcome of the client.

Benefits

• Awesome Employee Focused Culture with many Associate Events!
• Closed many weekends and most holidays - 10 days of holiday pay.
• Up to 14 Vacation & Sick days per year.
• Weekly pay!
• Leadership and Career development programs. Many opportunities to grow and transfer to new positions.
• Free Lunch in our newly remodeled Associate Cafeteria.
• Eligible for Medical Insurance and other awesome benefits within 30 days of employment.
• Employer matching 401k.
• Tuition Reimbursement.
• Free parking on-site.
• Free uniforms and we will clean them!
• Benchmark Hospitality hotel discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed