Open app

Guest services manager Job Description

Guest services manager Job Description Template

As a guest services manager, you'll be responsible for ensuring that guests have an exceptional experience at your establishment. This includes overseeing all aspects of customer service, managing staff, and working closely with other departments to ensure a seamless guest experience. Your role will also involve problem-solving, conflict resolution, and ensuring that all guests' needs are met. Strong communication, organizational, and leadership skills are essential for success in this role.

Responsibilities:

  • Develop and implement guest services strategies to ensure high levels of customer satisfaction
  • Oversee the daily operations of the guest services department, including managing staff schedules and training
  • Respond to and resolve customer complaints and issues in a timely and professional manner
  • Collaborate with other departments to ensure seamless guest experiences, including coordinating with housekeeping, maintenance, and food and beverage teams
  • Monitor guest feedback and analyze data to identify areas for improvement and implement changes as needed
  • Ensure compliance with company policies and procedures, as well as local and federal laws and regulations
  • Manage department budget and expenses, including forecasting and reporting
  • Stay up-to-date with industry trends and best practices to continuously improve guest services.

Requirements:

  • Minimum of 3 years of experience in a Guest Service role or similar position.
  • Excellent communication and interpersonal skills to interact with guests, staff, and management.
  • Strong leadership skills to oversee the guest service team and ensure the highest level of service is provided.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Proficient in Microsoft Office and other computer software programs.
  • Experience with reservation and booking systems.
  • Knowledge of local attractions, events and restaurants.
  • Ability to work flexible hours, including weekends and holidays, as needed.