Guest Services Manager

Job Description

Job Description

Wyndham Grand Rio Mar is looking for GRAND people like you! At Wyndham Grand Rio Mar, our people are our greatest treasure. Every smile, every effort, every shared moment shapes experiences that enrich lives and touch souls. We are more than a workplace. We are a community where your growth, ideas, and well-being matter. From meaningful learning opportunities to benefits that enhance life on and off the clock, we invest in our people because when they thrive, our guests and community thrive too. For almost 30 years, we have celebrated each success, built connections, and created joy together. Join a team that uplifts one another, transforms moments into memories, and helps make Wyndham Grand Rio Mar the most admired and transformative hospitality brand in the world.

Your impact starts here!

JOB SUMMARY

The Guest Services Manager oversees all aspects of the guest experience, ensuring exceptional service from check-in to check-out while managing guest service operations, including bell services, concierge, and PBX. This role also requires close coordination with events and sales teams to deliver seamless experiences for both individual guests and large groups. The Guest Services Manager is responsible for leading a team to maintain high service standards, resolve guest concerns, and support the resort’s overall objectives.

EDUCATION & EXPERIENCE

• A minimum of 3 years of managerial experience in guest services is required, preferably within a resort or convention hotel setting.

• Strong leadership, communication, and organizational skills; proven ability to handle guest complaints and deliver service recovery; experience managing group and convention-related logistics.

• Proficiency in property management systems (PMS), guest service technologies, and event management platforms.

• Bachelor’s degree in Hospitality Management or related field preferred, or equivalent experience.

FUNDAMENTAL REQUIREMENTS

• Oversee all guest service functions, including front desk, concierge, bell services, and PBX, ensuring that each department delivers outstanding service.

• Monitor the guest experience from arrival to departure, addressing any issues promptly and ensuring guest satisfaction.

• Hire, train, and develop guest services team members to deliver consistent and professional service.

• Conduct regular meetings and training sessions to maintain service standards and improve team performance.

• Work closely with the sales and events teams to manage group arrivals, VIP guests, and convention attendees.

• Coordinate logistics and special requests for large events, including room blocks, transportation, and group amenities.

• Handle escalated guest complaints, ensuring that issues are resolved quickly and effectively while maintaining a positive guest experience.

• Implement service recovery strategies to maintain guest loyalty and satisfaction.

• Support revenue goals by training the guest services team on upselling techniques, including room upgrades, amenities, and additional services.

• Monitor performance metrics and provide reports on guest satisfaction, service scores, and financial impact.

• Ensure smooth daily operations by managing staffing levels, scheduling, and departmental budgets.

• Oversee the implementation of hotel policies, procedures, and standards in all guest services operations.

• Work with housekeeping, maintenance, and food & beverage teams to ensure seamless service delivery and quick resolution of guest needs.

• Liaise with the conference services team to ensure smooth transitions between meetings, events, and daily operations.

• Utilize property management systems (PMS), guest communication tools, and other technology platforms to track guest interactions and manage operations.

• Analyze guest feedback and survey data to identify trends, make improvements, and report findings to senior management.

• Develop and implement personalized service plans for VIPs, returning guests, and loyalty members.

• Coordinate special amenities, room preferences, and welcome gifts to enhance the guest experience.

PHYSICAL REQUIREMENTS

• Must be able to work flexible hours, including nights, weekends, and holidays.

• Ability to work in a fast-paced environment and manage high-stress situations, particularly during peak periods and large events.

Set between the Atlantic coast and the foothills of El Yunque, Puerto Rico's only tropical rainforest, Wyndham Grand Rio Mar spans 600 acres in Rio Grande, just a short drive from San Juan. Here, two championship golf courses wind through rainforest and coastline, a mile of secluded beach meets the Mameyes River, and nearly a dozen restaurants and lounges bring the island's flavor to every table. It is a rare setting where mountain, river, and sea come together, and for almost 30 years it has been a place where careers grow alongside unforgettable guest experiences. Join us, and become part of work that changes lives, starting with your own.

From opportunities for learning and growth to benefits that help our team live better lives, we’re always finding ways to foster a fun and inclusive environment.

EOE M/F/Disabled/Vet/Drug Free Workplace