Guest Services Manager - Condado Ocean Club
About The Position
The Guest Services Manager oversees the hotel's daily operations with a focus on financial standards and guest satisfaction. The role organizes and coordinates front desk, bell, door, and concierge staff to maximize revenue and profit while delivering excellent guest service. The manager responds to guest feedback, complaints, requests, and group needs; maintains guest-service standards; conducts inspections and audits; and coordinates with other hotel departments to resolve issues. The manager provides resources, training, and guidance to the guest-services team, manages the department budget and cost controls, and promotes a positive, guest-focused team culture. The position also monitors hotel functions and updates, conducts operations meetings, maintains financial controls, and models professional conduct. The role follows company and safety policies, supports positive working relationships, and performs other duties assigned by superiors.
Requirements
- At least 4 years of experience in a guest-services or front-office management role in the hospitality industry.
- Knowledge of hotel operations, reservation systems, and customer-service best practices.
- Strong leadership and interpersonal skills, including the ability to motivate and inspire a team.
- Excellent written and oral communication, analytical, problem-solving, customer-service, and multitasking skills.
- Ability to work well under pressure with minimal supervision and independently or as part of a large team.
- Attention to detail and commitment to outstanding guest service.
- Flexibility to work various shifts, including evenings, weekends, and holidays.
- Fully bilingual in Spanish and English.
Nice To Haves
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
Responsibilities
- Oversee daily hotel operations, focusing on financial standards and guest satisfaction.
- Organize, direct, and coordinate front desk, bell, door, and concierge staff to maximize revenue and profit while achieving guest satisfaction.
- Respond to guest requests, concerns, feedback, complaints, and special requests, and accommodate groups.
- Address guest issues promptly and ensure guest satisfaction and repeat business.
- Implement and maintain guest-services standards and conduct regular inspections and audits to identify improvements.
- Coordinate with housekeeping, maintenance, food and beverage, and other departments to provide guest services and resolve issues.
- Provide the team with resources and ensure the front desk department operates within its budget and management practices.
- Train and guide guest-services staff to support exceptional service.
- Maximize revenue and occupancy while fostering a positive, guest-focused, team-oriented environment.
- Develop and manage the guest-services department budget, including staffing, supplies, cost control, and equipment.
- Promote excellent guest care through a warm welcome and a commitment to exceeding expectations.
- Conduct regular operations meetings about operational matters, performance targets, and guest feedback.
- Maximize profit through high service standards and financial controls.
- Handle day-to-day hotel queries, complaints, and problems.
- Monitor the hotel functions book and stay informed of updates and amendments.
- Model exemplary performance for staff.
- Follow company, safety, and security policies and procedures; report accidents, injuries, and unsafe conditions; and complete safety training and certifications.
- Build positive working relationships, support team goals, and listen and respond appropriately to employee concerns.
- Maintain a clean, professional uniform and personal appearance and protect confidential proprietary information.
- Perform other duties as assigned by superiors.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
