Guest Services Manager

Job Description

Job Description

POSITION OVERVIEW

The Guest Services Manager plays a central leadership role in shaping the guest experience at The Chanler at Cliff Walk. This position oversees daily front-of-house operations and ensures that every stage of the guest journey—from arrival through departure—is delivered with precision, professionalism, and thoughtful attention to detail. Working as part of the Guest Services leadership team, the Guest Services Manager serves as Manager on Duty, maintains operational oversight of guest-facing service functions, and ensures seamless coordination across departments. The role requires strong situational awareness, sound judgment, and a visible leadership presence throughout the property.

CORE RESPONSIBILITIES

• Serve scheduled Manager-on-Duty shifts with visible leadership presence
• Maintain flexibility in scheduling to support business demands, including early morning, evening, and closing shifts.
• Anticipate operational pressure points and ensure appropriate staffing and managerial coverage.
• Step into operational roles when necessary to maintain service continuity and protect the guest experience.
• Maintain consistent visibility within guest areas to anticipate needs and resolve concerns proactively.
• Take ownership of guest issue resolution from first contact through follow-up.
• Uphold the personalized service standards expected of a Forbes-level luxury property.
• Ensure arrival, in-stay, and departure experiences are seamless and thoughtfully executed.
• Support hiring, onboarding, and development of Guest Services team members.
• Maintain accountability for staff presentation, preparedness, and service performance.
• Provide coaching and performance feedback to reinforce service standards and operational excellence.
• Document employee development and progressive discipline when necessary.
• Ensure strong communication and coordination across Front Desk, Housekeeping, and Engineering
• Monitor daily operations to ensure service consistency across all guest-facing areas.
• Continuously refine procedures and service standards to improve operational efficiency and guest satisfaction.
• Maintain proficiency in the Property Management System and related operational platforms.
• Support night audit training, standards, and operational accountability.
• Monitor labor levels and departmental expenses in alignment with budget expectations.
• Participate in annual budget planning and ongoing operational oversight.
• Oversee guest arrival experience, valet operations, bell services, and other guest support functions.
• Maintain a calm, organized, and welcoming entrance environment during all periods of operation.
• Ensure guest requests, amenities, and deliveries are executed promptly and accurately.
• Coordinate transportation services and house car operations to ensure safe and professional guest service.
• When Engineering is off property, the Guest Services team provides first-response support for essential in-room systems.
• Team members are trained to assist with basic troubleshooting of guest-facing systems.
• Clear escalation procedures are in place when engineering assistance is required.
• Recurring operational issues are communicated to engineering leadership.