Guest Services Manager

Trademark Property Company • Dallas, TX

121d

About The Position

The Guest Services Manager will be a key part of our team at Galleria Dallas, a premier mixed-use shopping and entertainment destination. With over 200 retailers and restaurants, the Galleria is a vibrant hub for the community and a top destination for visitors. Overview: The Guest Services Manager is a full-time, professional position that reports to the Director of Marketing. This role is responsible for overseeing and improving all guest services, managing the Guest Services team, and ensuring a premier experience for all mall visitors. The manager also plays a key role in promoting the mall as a top-tier destination for tourists and locals.

Requirements

• Experience: A minimum of three years of experience in a hospitality, concierge, or similar customer-facing role.
• Personal: A positive, professional, and upbeat personality with a passion for delivering outstanding customer service.
• Technical: Strong computer skills, including proficiency in Microsoft Outlook, Excel, and Word.
• Communication: Excellent verbal and written communication skills.
• Physical: The ability to stand for extended periods and walk long distances.

Nice To Haves

• Multilingual abilities are strongly preferred.

Responsibilities

• Team & Program Management: Lead a team of up to 15 Guest Services staff, providing supervision, training, and performance management. Develop and oversee programs such as gift cards, luggage/package check, and concierge services.
• Service Delivery: Oversee curbside delivery, assistance to guest vehicles, and internal food and retail deliveries to tenants, hotel guests, and office tower employees. Ensure the team's efficient and clear implementation of all services.
• Customer Service: Deliver exceptional, "6-star" service to guests. Handle inquiries, complaints, and requests with a positive and professional attitude. Provide personalized recommendations for dining, shopping, and entertainment.
• Events & Marketing: Assist with the execution of in-center and tenant events, including managing bookings and maximizing revenue for party rooms. Also, oversee the sound setup and coordination for performances such as holiday choirs, the spring music series, and other plaza activities.
• Reporting & Administration: Maintain accurate records of visitor traffic and service requests. Manage all daily operations at the Guest Services desk, including stroller/wheelchair rentals.
• Local Expertise: Maintain in-depth knowledge of local attractions, venues, and destinations to provide guests with comprehensive information and assistance.

Benefits

• Medical, Dental, & Vision: Coverage through United Healthcare
• Disability & Life Insurance: Employer-paid short-term/long-term disability and life & AD&D insurance.
• Paid Leave: Up to 4 weeks of paid maternity leave and 2 weeks of paid paternity leave.
• 401k: With a company match of 50% on the first 5% of your contributions.
• Paid Time Off (PTO): 15 days of PTO are accrued from your first full pay period.
• Paid Holidays: You will receive 10 paid holidays per year, plus a paid birthday holiday and 2 paid volunteer days.
• Additional Company-Paid Benefits: Access to HealthJoy for telehealth and advocacy services, and Rocket Lawyer for legal services.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees