Guest Services Manager is responsible for managing guest and front office operations. Assists with check-in, check-out, responds to guest requests and complaints. Being a Guest Services Manager oversees lobby operations and hotel amenities, such as concierge and valet services, pool or spa operations. Provides assistance to guests as needed. Additionally, Guest Services Manager monitors staff scheduling and shifts. Oversees departments cooperation. May require an associate degree or its equivalent. Typically reports to a head of a unit/department. The Guest Services Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Thorough knowledge of department processes. To be a Guest Services Manager typically requires 3-5 years experience in the related area as an individual contributor.
Guest Services Manager Job Description Template
Our company is looking for a Guest Services Manager to join our team.
Responsibilities:
- Helping with new hire orientation, generating excitement about the hotels mission and culture;
- Completes delegated tasks and projects; assists other departments as business volumes and staff levels demand;
- Setting NPS & EAS goals in each department and working with each team to achieve them on a consistent basis;
- preparing welcome packets and local information;
- Review daily financial and labor reports; providing suggestions for adjusting the operation as needed to achieve annual budget and forecasts;
- Interacting with colleagues daily; asking and responding to questions as well as providing insight and assistance;
- Completes supervisor checklist and ensures agents complete their checklists; informs management if there is anything that time does not permit;
- assistance with check-in, walk-thru, and ensuring delivery of amenities;
- facilitate final invoice and departure;
- Assist in managing associate engagement, scheduling, payroll, counseling and quarterly department meetings;
- Works with Rooms Division Manager on monthly labor forecast to make sure hotel goals are achieved while maintaining proper staffing levels;
- Responds to and manages all GEM reviews. Takes actions based on guest responses;
- Assist in creating and implementing profit and flow-through enhancing strategies and programs;
- Lead by example; support the department operation and provide direct service to guests as needed;
- Oversees completion of monthly incentives for front office staff.
Requirements:
- Encouraging active participation and cooperation within front-end team;
- Ability to multi task and prioritize business needs;
- Addressing customer concerns and presenting mutually beneficial outcomes;
- Communicating with customers on ways to deliver outstanding service;
- Building strong channels of communication throughout the store;
- Recognizing coaching opportunities and utilizing skills to encourage growth;
- The skills and experience to lead a team to consistently deliver exceptional guest service;
- The ability to ensure that hotel policies and brand standards are followed;
- The ability to prioritize multiple situations;
- High school graduate or equivalent education;
- Highly refined verbal and written communication skills;
- Ability to work with and manage people effectively;
- Must be at least 25 years old with an eligible motor vehicle report;
- 5+ years of supervisory experience;
- 5+ years of service experience.