The Guest Service Manager is responsible for ensuring all guests have a memorable and positive experience by providing exceptional service and addressing any issues or concerns. This role involves managing the guest service team, implementing service standards, and working to enhance guest satisfaction and loyalty.
Key Responsibilities:
- Guest Experience Management:
- Oversee all aspects of guest interactions to ensure high levels of satisfaction.
- Address guest complaints and concerns promptly and effectively, ensuring resolutions meet company standards.
- Develop and implement strategies to enhance the guest experience and foster loyalty.
- Team Leadership:
- Recruit, train, and supervise guest service staff, including front desk agents, concierge, and other service personnel.
- Conduct regular performance reviews, provide feedback, and support staff development.
- Create and maintain a positive, motivated, and high-performing team environment.
- Service Standards:
- Establish and enforce service standards and procedures to ensure consistency and quality of service.
- Monitor and evaluate guest service performance, implementing improvements as necessary.
- Ensure all staff are well-versed in company policies, service standards, and customer service techniques.
- Operational Duties:
- Oversee the daily operations of the guest service department, including managing shift schedules and ensuring adequate coverage.
- Handle guest check-ins and check-outs and oversee reservation management.
- Coordinate with other departments to ensure seamless guest experiences.
- Guest Feedback and Reporting:
- Gather and analyze guest feedback through surveys, comment cards, and direct interactions.
- Prepare and present reports on guest service metrics, feedback trends, and areas for improvement to senior management.
- Implement action plans based on feedback to enhance guest satisfaction.
- Compliance and Quality Control:
- Ensure compliance with all company policies, health and safety regulations, and industry standards.
- Conduct regular audits of guest service processes and implement corrective actions as needed.
- Guest Relationship Management:
- Build and maintain strong relationships with regular and VIP guests.
- Anticipate guest needs and preferences and personalize services to enhance their experience.
- Handle special requests, arrangements, and accommodations to exceed guest expectations.
Qualifications:
- Proven experience in a guest service or customer service management role, preferably within a hospitality or service-focused environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in guest management software and office applications.
- Ability to handle challenging situations and resolve conflicts effectively.
- Strong organizational skills with attention to detail.
Physical Requirements:
- Ability to stand, sit, or walk for long periods (up to 8 hours or more) throughout the shift.
- Occasionally lift and move objects weighing up to 25 pounds without assistance.
- Ability to move, lift, carry, push, pull, or place objects weighing up to 25pounds.
- Ability to handle stressful situations and resolve conflicts while maintaining a professional demeanor.
- Visual acuity to monitor staff performance and observe guest interactions effectively.
- Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping to complete duties.
Education and Experience:
- High school diploma or equivalent; a degree in Hospitality Management, Business Administration, or a related field is preferred.
- At least 4 years of experience in a guest service or customer-facing role, with a minimum of 2 years in a supervisory or managerial capacity.
Specific Job Knowledge, Skills, and Abilities:
- The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation:
- Proven leadership skills with the ability to inspire and develop a team.
- Strong understanding of front office operations, guest service standards, and revenue management.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in front office software (Opera Cloud) and Microsoft Office Suite.
- Ability to work flexible hours, including weekends and holidays as needed.
- Excellent problem-solving and conflict resolution skills.
- Ability to manage multiple priorities and meet deadlines.
- Strong organizational and project management skills.
Licenses or Certificates:
- Ability to obtain any required government licenses or certifications.
Grooming:
- All employees must maintain a neat, clean, and well-groomed appearance as per company standards.
Other:
This is not necessarily an exhaustive list of all responsibilities, skills, duties, or working conditions associated with the job. Management reserves the right to revise the job description or require additional tasks as needed based on workload, seasonality, or emergencies.