Guest Services Manager
About The Position
The Guest Services Manager oversees front-office staff and operations to support guest satisfaction and a positive stay. The role includes hiring and training staff, evaluating performance, encouraging teamwork, establishing customer service standards, resolving guest complaints and incidents, and developing up-selling strategies to improve occupancy and hotel profitability. The manager also creates short- and long-term financial and operational strategies for the guest services department aligned with the hotel's overall goals. This position helps unify hotel operations and supports departments in implementing creative solutions for exceptional service. The manager works closely with other leaders and attends multiple departmental daily huddles. The role coordinates games and entertainment and ensures service-recovery tools and resources are available and team members across departments are empowered. The schedule varies according to hotel needs, with primarily evening and weekend Manager on Duty support coverage.
Requirements
- High school diploma or GED required.
- At least 3 years of experience working in the hospitality industry.
- At least 2 years managing a team in a hospitality role or equivalent customer-service role.
- Proven customer-service experience and a strong guest-focused mentality.
- Excellent management, communication, and multitasking skills.
Responsibilities
- Oversee front-office activities to maintain a high level of guest satisfaction.
- Evaluate front-office team members' performance; hire and train staff, encourage teamwork, and establish high customer-service standards.
- Develop and promote hotel services and amenities through up-selling strategies to increase occupancy and profitability.
- Address guest complaints, concerns, and incidents politely, promptly, and responsively.
- Create short- and long-term financial and operational strategies for the guest services department that align with hotel goals.
- Work closely with other leaders and attend multiple departmental daily huddles to help unify hotel operations and support exceptional service.
- Coordinate games and entertainment.
- Ensure service-recovery tools and resources are available and team members across departments are empowered.
- Provide Manager on Duty support, primarily during evenings and weekends, according to hotel needs.
Benefits
- Medical insurance options
- Dental insurance
- Vision insurance
- 401(k) with company match
- Company-provided life insurance
- Tuition assistance
- Paid time off
- Paid holiday time
- Travel discounts
- Competitive pay and benefit programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
