Guest Services Manager
4 weeks ago
Job Summary
The Guest Services Manager is responsible for overseeing all property operations, ensuring the highest levels of hospitality and service are provided. This role represents property management in resolving any guest-related situation, manages the flow of questions, and directs guests within the lobby. The Guest Services Manager also serves as the Guest Relations Manager, handling the tracking of service issues.
Key Responsibilities
• Serves as the property Manager on Duty, overseeing all property operations and ensuring the highest levels of hospitality and service are provided.
• Represents property management in resolving any guest-related situation, manages the flow of questions, and directs guests within the lobby.
• Serves as the Guest Relations Manager, handling the tracking of service issues.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
Requirements
• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
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