Guest Services Manager

Job Description

Job Description

SUMMARY:

The Guest Services Manager is responsible for overseeing the daily operations of the Guest Services and Customer Service functions at the property. This position leads the Customer Service team and ensures residents, guests, visitors, and other stakeholders consistently receive professional, responsive, and high-quality service.

The Guest Services Manager serves as a key point of contact for service-related matters, oversees team performance and scheduling, resolves escalated concerns, and works closely with the General Manager and other departments to ensure seamless property operations and an exceptional resident and guest experience.

RESPONSIBILITIES:

• Oversee the daily operations of the Guest Services and Customer Service teams.
• Ensure residents and guests receive professional, courteous, responsive, and consistent service.
• Establish and maintain service standards, procedures, and expectations for the department.
• Serve as a point of escalation for resident and guest concerns, complaints, special requests, and service recovery situations.
• Follow up on concerns to ensure appropriate and timely resolution.
• Monitor service requests and coordinate with Housekeeping, Maintenance, Management, and other departments as necessary.
• Maintain effective communication regarding property services, procedures, activities, and other relevant information.
• Ensure front-of-house and guest-facing areas remain professional, organized, and presentable.
• Assist with resident and guest arrivals, departures, access, deliveries, transportation, reservations, and other service needs as applicable to the property's operations.
• Identify opportunities to improve the resident and guest experience and recommend appropriate operational improvements.

• Recruit, train, supervise, schedule, coach, and evaluate Customer Service employees.
• Prepare departmental schedules and ensure adequate coverage based on operational needs.
• Conduct regular departmental meetings, training, and coaching sessions.
• Establish clear expectations and monitor employee performance and service quality.
• Address attendance, performance, and conduct concerns in coordination with Human Resources and the General Manager.
• Promote teamwork and effective communication within the department and across property operations.
• Ensure employees comply with company policies, procedures, grooming standards, safety requirements, and service expectations.

• Maintain departmental records, schedules, reports, logs, and other operational documentation.
• Review service trends, complaints, and recurring concerns and recommend solutions to management.
• Assist with developing and implementing standard operating procedures for Guest Services and Customer Service.
• Coordinate with Maintenance and Housekeeping regarding resident and guest service requests.
• Communicate important operational information and unresolved issues to the General Manager.
• Assist with emergency procedures and incident response as required.
• Maintain confidentiality of resident, guest, employee, and company information.
• Build effective working relationships with residents, guests, vendors, employees, and management.

Perform other duties and responsibilities as assigned by the General Manager

Requirements

QUALIFICATIONS:

• Bachelor's degree in Hospitality Management, Business Administration, Property Management, or a related field preferred.
• Minimum of 3–5 years of guest services, customer service, front office, hospitality, condominium, luxury residential, or related experience.
• Previous supervisory or management experience required.
• Experience overseeing a customer-facing team and resolving escalated service concerns.
• Strong leadership, interpersonal, communication, and conflict-resolution skills.
• Excellent organizational and time-management abilities.
• Strong attention to detail and ability to manage multiple priorities.
• Professional demeanor and strong commitment to customer service.
• Ability to remain composed and solution-oriented when handling difficult or sensitive situations.
• Proficiency with Microsoft Office and ability to learn property-management, communication, and customer-service systems.
• Bilingual English/Spanish preferred.