Guest Services Manager

[Hotel Descriptor]

Job Summary:

The Guest Services Manager is responsible for overseeing and managing all aspects of the guest services department, ensuring that guests receive a seamless, exceptional, and personalized experience during their stay. This includes supervising front desk operations, managing guest requests, resolving complaints, and ensuring that all guest interactions align with the hotel’s high standards of service. The Guest Services Manager will work closely with other hotel departments, lead the guest services team, and ensure that the hotel consistently exceeds guest expectations.

Essential Job Duties and Responsibilities

• Guest Experience Management:
• Oversee and manage guest services operations, ensuring that all guest requests and needs are met with efficiency, courtesy, and professionalism.
• Ensure a seamless check-in/check-out process, assisting guests with any special requirements or concerns.
• Respond promptly and effectively to guest inquiries, ensuring that all interactions are positive and aligned with the hotel’s service standards.
• Anticipate guest needs and provide personalized services to enhance their experience, such as arranging for special amenities, transportation, or concierge services.
• Team Leadership & Development:
• Lead, train, and develop the guest services team to provide top-notch service and hospitality.
• Set clear performance goals, conduct regular performance evaluations, and provide ongoing feedback to staff.
• Foster a culture of excellence, teamwork, and professionalism, ensuring that the guest services team is motivated, well-trained, and aligned with hotel objectives.
• Guest Complaint Resolution:
• Handle and resolve guest complaints or concerns, ensuring that issues are addressed promptly and to the guest's satisfaction.
• Ensure that all guest feedback, whether positive or negative, is logged and communicated to management for continuous improvement.
• Implement strategies for preventing recurring guest complaints, working proactively with staff and other departments to address service gaps.
• Operational Efficiency & Coordination:
• Coordinate with other hotel departments (e.g., housekeeping, maintenance, food & beverage) to ensure that guest needs are met and services are delivered promptly.
• Monitor and maintain the department's workflow to ensure efficient operations and high levels of guest satisfaction.
• Ensure that guest services procedures are being followed consistently and that team members are complying with hotel policies and standards.
• Guest Services Standards & Procedures:
• Develop and maintain guest services policies and procedures to ensure consistent service delivery.
• Ensure that the guest services team adheres to all service standards, including greeting guests, handling reservations, and managing special requests.
• Regularly review and update guest services procedures to keep them aligned with evolving guest expectations and industry trends.
• Guest Communication & Relationships:
• Build strong relationships with guests by providing personalized service and consistently exceeding expectations.
• Maintain communication with repeat guests and VIPs to ensure a memorable experience and encourage return visits.
• Ensure that all guest preferences and special requests are recorded and communicated to relevant departments.
• Billing & Administrative Duties:
• Assist with guest billing inquiries and discrepancies, ensuring that all charges are accurate and processed in a timely manner.
• Maintain and update guest records, ensuring confidentiality and security of guest information.
• Prepare daily reports on guest services activities, including guest feedback, room availability, and any issues that require follow-up.

Education and/or Experience

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• 3+ years of experience in guest services, front desk operations, or a related role within the hospitality industry.
• Previous leadership or supervisory experience is required.
• Experience in a hotel or resort environment preferred.

Skills/Specialized Knowledge

• Exceptional customer service skills, with the ability to handle difficult situations and resolve conflicts professionally.
• Strong leadership, communication, and interpersonal skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Knowledge of hotel management software (e.g., Opera, Marriott, etc.) and office applications (Word, Excel, etc.).
• Detail-oriented with excellent organizational and problem-solving skills.
• Ability to remain calm under pressure and deliver results in challenging situations.

Physical Demands

• Ability to stand and walk for extended periods of time.
• Ability to lift and carry up to 25 pounds (e.g., luggage, guest belongings).
• Ability to work in a fast-paced environment, managing multiple tasks simultaneously.
• Flexibility to work varying shifts, including evenings, weekends, and holidays as required.

Company Overview

Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things and anything less just isn't proper. We are seeking out the best of the best from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging and fast-paced but rewarding above all.

Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.

Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.