Guest Services Manager Job Description

Guest Services Manager Job Description

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Guest services manager provides record keeping and reporting support through use of programs and systems including, but not limited to, Microsoft Office, Outlook Calendar, Banner, Residence Housing Software Program, and the Purchasing Card System.

Guest Services Manager Duties & Responsibilities

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

Sample responsibilities for this position include:

Develop collateral materials for employees and guests such as event/department handbook, fan guide
Maintain employees in all areas of responsibility, including, but not limited to, all entrances, Premium Levels, Event Level, Main and Upper Concourses and public Elevators
Approve employee payroll on a weekly basis, and in a timely fashion without discrepancies or errors
Assist in the management of the Uniform Room as applicable
Ensure proper staffing placements seating lay-outs, numbering of seats and Guest Services responsibilities for all Target Center events
Responsible for the overall supervision, training and development of the Guest Service areas at each park
Responsible for the research and resolution of guest issues
Track patterns and develop statistical reports regarding guest issues and experiences, both positive and negative
Responsible for the development and management of labor and non-labor budgets for the Guest Service departments
Communicates Marketing programs/special events to staff

Guest Services Manager Qualifications

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

Licensing or Certifications for Guest Services Manager

List any licenses or certifications required by the position: CPR, IAHSS, WHIMIS, AED

Education for Guest Services Manager

Typically a job would require a certain level of education.

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

Skills for Guest Services Manager

Desired skills for guest services manager include:

Microsoft Office Suite and email systems
Property management systems
Various computer software programs
Pricing
Special offers/events
Timing of services
Excel
Outlook
Word
EEO policy and promotes a harassment-free environment

Desired experience for guest services manager includes:

Projects a professional and polished image that inspires confidence and trust
Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or
Oriented manner
Maximize room revenue and occupancy by reviewing status daily
Work closely with Accounting on follow-up items, , returned checks, rejected credit cards, employee discrepancies
Must maintain constant communication with Housekeeping, Reservations and the Accounting Department

Guest Services Manager Examples

1

Guest Services Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for a guest services manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for guest services manager
  • Maintain Nassau Coliseums’ positive reputation for premium service and reduces liabilities by hiring, training, and supervising part-time staff of ushers, ticket takers and supervisors
  • Manages and motivates the Front Office and other Operational teams in order to provide a high standard of service for customers
  • Helps meet the hotel's quantitative and qualitative targets
  • Implements brand and Group projects and identity features (ie
  • Manages the staff at the Guest Services
  • Reviews and monitors schedules of staff within the department, Guest Services Coordinators, Valet Attendant, Bell Attendant, Resort Drivers and Pueo Attendants
  • Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P
  • Maintains Sprint Centers’ positive reputation for guest services and reduces liabilities by hiring, training, and supervising part-time staff of ushers, ticket-takers, guest service representatives, and usher supervisors
  • Meet with Event Managers and clients to assist planning events at Sprint Center
  • Ensure that the duties, responsibilities, and authority of each direct report are clearly defined and communicated
Qualifications for guest services manager
  • Minimum 5 years Guest Services experience preferred (should include 3 years supervisory experience at an advanced level)
  • Strong work ethic, highly responsible, and reliable
  • Must be willing to submit to a post-offer criminal background check, employment check, and a drug test
  • Responsible for maintaining a professional physical appearance of Simon Guest Services including marketing materials
  • Ability to capture additional information from consumers transacting or not transacting at Simon Guest Services
  • Assists in the marketing of the center to tenants Guests with the expectation of improving Guest and tenant perception of the center
2

Guest Services Manager Job Description

Job Description Example
Our company is hiring for a guest services 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 services manager
  • Overseeing the buying, merchandising, accounting and staffing involved in running both
  • Inspire, develop, lead and retain a diverse, high energy, genuinely friendly, customer-obsessed team to meet or exceed customer and Novitex expectations
  • Build and establish amazing partnerships with employees, customers, vendors/suppliers, and corporate partners
  • Engage, educate, excite, and empower employees and customers alike with the same level of passion and commitment to an exceptional hospitality space
  • Provide coaching & counseling – create a positive atmosphere of professionalism and support
  • Demonstrate the ability to communicate effectively both orally and written in all utilized technologies
  • Demonstrate exemplary ethical conduct that establishes an atmosphere of trust and support
  • Be involved in a resolution of as many guests' complaints as possible
  • Two years hotel and supervisory experience preferred
  • Must have excellent guest service skills and the ability to communicate effectively
Qualifications for guest services manager
  • Welcomes, entertains and hosts our Guest
  • 5 years management experience in specialty retail
  • Must be able to effectively communicate both verbally and written, and approach all encounters with all level of associates and guests in an attentive, friendly, courteous and Count On Me! service oriented manner
  • Must be effective at listening to, understanding, and clarifying concerns raised by associates and guests
  • Assistant front office manager experience preferred
  • Is able to provide and facilitate training to and development conversations with employees
3

Guest Services Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of guest services manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for guest services manager
  • Excellent communication and follow-through skills a must
  • Must be personable and be guest service oriented
  • Japanese language speaking preferred
  • Responsible for setting the standard of Guest Services service at the resort
  • Subject matter expert on recreation products and programming and associated technologies
  • Develop and execute business plans related to budget development, scheduling and revenue generation for the resort’s most significant line of business
  • Work directly with other departments to execute approved product concepts and drive business where possible
  • Participate in product development and innovation by channeling guest feedback to the appropriate departments
  • Foster and support the team to maintain a culture of sales and service
  • Manage third party activity agreements and partner with the Recreation Services department to coordinate the sale of off-resort activities and experiences
Qualifications for guest services manager
  • Flexible and outgoing
  • Excellent communication in both written and spoken English & Chinese (Cantonese & Putonghua)
  • Proficient in Microsoft office applications and hotel systems
  • Manage the staff of Guest Services
  • Take action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available
  • With at least Diploma in hotel management or its related discipline
4

Guest Services Manager Job Description

Job Description Example
Our company is looking for a guest services manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for guest services manager
  • Ensure that the on-going performance management and development needs of over 80 employees are met
  • Recruits, interviews and selects, in conjunction with the GM and HR the most qualified candidates for front desk positions
  • Prepares or oversees weekly schedules for front office staff
  • Addresses performance issues of front office staff through coaching and disciplinary actions
  • Completes annual performance evaluations for front office staff timely
  • Responsible for posting weekly guest satisfaction scores for hotel associates to see and review
  • Is responsible for the Lobby Lizard program
  • To check that glitches follow ups are happening and done in a timely fashion
  • To coordinate with the Group Manager the groups logistical needs that are linked with the Guest Services Department
  • To escort as many possible V.I.P., SA during her/his shift
Qualifications for guest services manager
  • Minimum 3 year experience in a supervisory capacity
  • Previous experience in Vail Valley
  • University Degree or College diploma in recreation services or related discipline
  • Minimum 5 years resort experience in a combined frontline service and leadership role showing progressive responsibilities
  • Previous experience in sales environment an asset
  • Highly organized, excellent interpersonal skills and advanced communication skills
5

Guest Services Manager Job Description

Job Description Example
Our company is looking for a guest services 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 services manager
  • To designate a supplant when she/he is not working
  • The ability to schedule all Guest Service staff (Bell staff, Valet Parking and Door staff) to ensure maximum guest satisfaction within budgeted guidelines
  • The ability to ensure all vehicles and keys are handled with caution and are properly secured
  • The ability to coordinate the cooperation between all Guest Service staff in handling guest cars, luggage, etc
  • The ability to handle guest complaints or problems relating to Guest Service with professionalism and maturity, keeping the DOR/ADOR well informed as to problems and actions taken
  • The ability to coordinate the welcoming of all curbside guests and V.I.P
  • Deputises for the General Manager in his/her absence
  • Setting and reviewing budgets and managing costs
  • This is a multi-skilled role incorporating both Front Office and Food and Beverage Duties in line with the business demands
  • Run smoothly the day to day organisation
Qualifications for guest services manager
  • Strong computer skills and experience with sales and service and reporting applications
  • Being organized
  • Previous 2 years experience in a luxury hotel at an Assistant Manager level
  • Previous experience in a unionized environment is considered an asset
  • Clean driving record and the ability to drive a standard transmission
  • Initiates new projects, coordinating implementation and follow-up

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