Guest Service Manager Job Description

Guest Service Manager Job Description

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Guest service manager provides a safe and healthy environment that values workforce diversity and is free from discrimination and harassment.

Guest Service Manager Duties & Responsibilities

To write an effective guest service manager job description, begin by listing detailed duties, responsibilities and expectations. We have included guest service manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Develop a strong understanding of the functions of each department of the hotel, physical layouts of the hotel facilities, the key personnel and their roles, daily functions and special events, and conventions and groups currently in the house and due to arrive
Must be able to maintain the confidentiality of all guest information and pertinent hotel data, the security of high profile guests in accordance with hotel standards
Control hotel duty keys and floats whilst on duty
Ensure effective communication of new and updated information regarding policies, rates and general hotel information
To contribute to the development of the hotel
Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes
Apply thorough working knowledge of the front office operations to include the front desk, porters desk, reception/cashiering procedures, PABX functions and reservations
Assist in conducting training for all employees
Direct daily operations
Greet and escort Very Important Guests (VIP’s) and attend to their special needs as appropriate

Guest Service Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Guest Service Manager

List any licenses or certifications required by the position: CPR, CPO

Education for Guest Service Manager

Typically a job would require a certain level of education.

Employers hiring for the guest service manager job most commonly would prefer for their future employee to have a relevant degree such as University and Collage Degree in Hospitality, Hotel Management, Business/Administration, Hotel and Restaurant Management, Education, Management, Tourism, Hospitality Management, Administration, Business

Skills for Guest Service Manager

Desired skills for guest service manager include:

Microsoft Office
Excel
Word
Outlook
EEO policy and promotes a harassment-free environment
Fire and Emergency Procedures
Hotel
Room rates
Leisure

Desired experience for guest service manager includes:

Attend to credit problems
Ensure efficient and courteous porter service
Supervise front cashiers and help out with accounting problems
Patrol and inspect public areas during evenings to make sure everything is in order
Supervise and support of the team
Ensure department policies and procedures are understood by all employees and observed in tasks performed

Guest Service Manager Examples

1

Guest Service Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for a guest service manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for guest service manager
  • Implement training programs for all employees, conduct induction and skills training
  • Perform any other duties as directed by the Management
  • Recruit and ensure proper induction of new Team Members
  • Conduct a monthly food stock
  • Support the GM managing the overall operations
  • Ensure Legal compliance of all marketing programs
  • Oversee and manage different teams, such as Inbound, Outbound
  • Maximize efficiencies through Campaign Management
  • Manage recruiting and training of all staff
  • Ensure metric management is in place and effective
Qualifications for guest service manager
  • A 2 year degree in Hospitality Management or related field is desired
  • Minimum 2 years work experience as Assistant Manager - Guest Relations / Concierge / Butler, or Guest Service Manager in larger operations
  • Must be highly motivated, flexible, adaptable and a gogetter
  • Proficient in communicating in the English language, ability to speak a foreign language desired
  • With progressive experience in Guest Service Center gained over the last 5 years in a 5 star luxury property, 2 years of which would have been spent as an Assistant Manager- Guest Service Center
  • With progressive experience in Guest Service Center gained over the last 5 years in a 5 star luxury property, 2 years of which would have been spent as Guest Service Center Manager
2

Guest Service Manager Job Description

Job Description Example
Our company is searching for experienced candidates for the position of guest service manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for guest service manager
  • Plan and execute strategies to realize future goals, plans, and objectives
  • Identify process improvements to drive efficiencies
  • Coach and counsel to ensure optimal performance
  • Ensure competitive compensation plans to realize focus that drives optimal efficiencies
  • Ensure all organizational and compensation changes are reviewed and approved by senior management
  • Responsible for timely submission of all recruiting advertising
  • Approve employee time schedules
  • Ensure sales strategies are executed in a manner that ensures ethical standards expected of the Hilton brand
  • Maintains a highly motivated work environment thru positive interaction with all Sales staff
  • Create, reviews and approve all scripts, rebuttals, and procedures for new and existing programs
Qualifications for guest service manager
  • Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner
  • Confirm that Guest Service Agents, Operators, Concierge and Bellstaff complete all duties
  • Minimum 2 years work experience as Assistant Manager - Concierge or Guest Service Manager in a resort / bigger operations
  • A holder of the 'Clefs d'Or' an added value
  • To run smoothly the day to day organisation
  • To co-operate on improving our guest satisfaction
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Guest Service Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for a guest service manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for guest service manager
  • Maintain operational statistics reports using systems such as HotSos, Opera etc
  • Uses HotSOS to dispatch concierge, engineering, housekeeping, requests/jobs to the respective departmental colleague and to ensure delivery of timed orders and other requests at the designated times, following up with delivery and other colleagues to ensure completion
  • Carry out and supervise training and briefings
  • Ensure duty rosters are well balanced and that the monthly attendance sheet and annual vacation plan are controlled
  • Ensure appraisals and colleague feedbacks are done on time and maintain records
  • Be in line with Telephone call tariffs and keep a comparison record updated
  • Liaise with IT regarding the maintenance of the switchboard equipment
  • Ensures guests are greeted upon arrival and makes time to interact effectively with guests
  • Must review all site tours, resumes, arrivals, and departures daily, provide communications and operational actions of team to deliver upon all service standards
  • Review the current day's expected arrivals and checks that all guests special request are addressed
Qualifications for guest service manager
  • 2+ years’ experience as an Exec-Sous Chef or Head Chef
  • Knowledge of Culinary management and development in variety of working environments
  • Understanding of the competitive landscape in the Food and Beverage segment
  • Strong working knowledge of Opera CRS
  • Additional language will be an advantage
  • Ability to effectively manage, coach and lead a team of selling professionals
4

Guest Service Manager Job Description

Job Description Example
Our innovative and growing company is looking for a guest service manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for guest service manager
  • Create the "WOW" factor at their first impression - arrival at the hotel
  • Education Management - Works with vendors on scheduling and implementation of education and other classes and maintains educational calendars
  • Service Management - Responsible for financial performance of program(s) against established goals
  • Communication - Upholds field communication to ensure compliance, integrity, quality assurance and best practice sharing
  • Supervision of activities of the house food and beverage service for 11W and the Guest Residence
  • Ensures upkeep of physical plant, and processes the purchase and maintenance of all capital equipment
  • Develops, recommends and implements policies and procedures applicable to the structure and operation of 11W, the Guest Residence and International Patient Services
  • Develops and secures approval of operation budgets for 11W, the Guest Residence and International Patient Services
  • Education Bachelor's Preferred
  • Some hospitality experience preferred
Qualifications for guest service manager
  • You will work on own initiative, but also be a strong team player
  • Minimum of 2 years in guest service, front desk or related professional area
  • Minimum of 1 year in supervising role
  • Good command in English (spoken and written
  • Mandarin speaking skill is required for local guests
  • Have previous experience within front office (minimum 1 year within midscale preferred)
5

Guest Service Manager Job Description

Job Description Example
Our company is growing rapidly and is hiring for a guest service manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for guest service manager
  • Takes ownership in the implementation of Employee Engagement Survey (EES) initiatives
  • Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department
  • To have knowledge of the operational systems at Front Office
  • To supervise the Guest Relations daily operations and ensure the overall well-being of all other guests requests are efficiently and effectively fulfilled in accordance with the policy established by Shangri-La Hotels and Resorts, so as to increase customer satisfaction and maintain the warm and welcoming atmosphere of the Resort
  • Identifies Guest Relations training requirements and service improvement areas
  • Maintains guest recognition programs and enforces all quality standards and procedures for VIPs
  • Manage Guest Services corporate teams to ensuring proper planning, staffing, and operational functions as it relates current and new communication channels
  • Review all operations performance daily to ensure optimal service levels, customer satisfaction, quality, staffing, budget, and KPIs are consistently met and diagnose emerging trends
  • Maintain and develop pertinent operational statistics, financial management information, and results reporting
  • Manages, supervises, and coaches a team of Guest Services Advocates, Social Media, and Training & Quality
Qualifications for guest service manager
  • Display an exceptional personal presentation
  • Be able to work within time constrains
  • Hold a GM certificate or is eligible to hold one
  • Be a Diplomatic and avid negotiator
  • Interviews and hires applicants for Front Office, Concierge and Bell positions
  • Develops training and re-training schedules to meet standards

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