Position Title: Guest Services Manager

Reports To: General Manager

FLSA Status: Exempt

Position Summary

The Guest Services Manager (GSM) is responsible for overseeing the entire Guest Services department, including AM and PM Guest Services Supervisors. This role ensures smooth daily operations, delivers exceptional guest experiences, manages staffing and training programs, and maintains compliance with hotel policies and brand standards. GSM acts as a key leader in the department, providing coaching, mentoring, and strategic guidance to supervisors and associates to achieve operational excellence.

Key Responsibilities

• Oversee daily operations of the Guest Services department, ensuring high standards of guest service and operational efficiency.
• Directly supervise the AM and PM Guest Services Supervisors, providing guidance, coaching, and performance management.
• Ensure department policies, procedures, and brand standards are consistently followed by all team members.
• Monitor guest satisfaction metrics and implement strategies to continuously improve the guest experience.
• Collaborate with department leaders and the Director of Front Office to address operational challenges and opportunities for improvement.
• Develop, maintain, and update training programs for Guest Services associates and supervisors.
• Assist in recruitment, onboarding, and ongoing development of Guest Services staff.
• Support supervisors in staff accountability, including corrective action processes and attendance point systems.
• Act as a point of escalation for guest or staff issues and ensure timely resolution.
• Plan and manage department schedules to ensure coverage across all shifts, including flexibility for evenings, weekends, and holidays.
• Ensure compliance with financial procedures, including audits, cash handling, and reporting requirements.
• Review and analyze operational reports, making data-driven recommendations to improve department efficiency.
• Implement and oversee departmental projects or initiatives assigned by the General Manager.
• Maintain high levels of communication across shifts, guests, vendors, and departments to ensure operational continuity.
• Oversee hotel transportation and shuttle operations as needed, ensuring compliance with department procedures.

Qualifications

• Strong leadership, coaching, and team development skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proven ability to deliver exceptional guest service and manage escalated situations effectively.
• Flexible schedule, including evenings, weekends, and holidays as business requires.
• Proficiency with property management systems (PMS) preferred.
• Strategic and operational leadership.
• Guest-focused mindset with a commitment to service excellence.
• Ability to lead, motivate, and mentor supervisors and associates.
• High level of professionalism, integrity, and accountability.
• Strong organizational and multitasking abilities.
• Adaptability to changing priorities and operational needs.