A guest services manager at a hotel is responsible for ensuring that all aspects of a customer's stay at their hotel is not only satisfactory, but exceeds their expectations. The guest services manager oversees booking processes and handles the reservation and scheduling of offered amenities (like spa treatments), and is also responsible for ensuring efficient handling of room service orders. They generally work with other managers in departments such as housekeeping to ensure that all hotel guests have enjoyable and memorable experiences.
As a manager, this employee typically oversees the hiring and training of reservation and desk agents and will also have some input in the interview process and training of service professionals (such as trainers, spa attendants, etc.). He/she is expected to be hands-on, visible, and called-upon to lead by example, and must ensure that all employees adhere to established standards of conduct, schedules, and dress codes.
This manager is also typically responsible for the room service component of the hotel's operation. He/she will help train personnel on accurate and friendly order-taking and suggestive selling and will likely work with the hotel's restaurant and/or kitchen manager to ensure smooth integration of guest room orders into regular business and kitchen operations for dining and banquet rooms.
Finally, the guest services manager is generally the main point of contact for guest complaints and suggestions. He/she must be service-oriented and a willing and active listener, as they are expected to handle routine issues in a way that is both pleasing to guests and exceeds their expectations. The manager is also expected to recognize potentially-serious problems and refer them to a general manager as necessary.
To work as a guest services manager, one should typically have either an educational background in hotel/hospitality management or considerable practical experience in the field, or both. Many such managers have at least some secondary education in business or management, as well as prior experience in a service capacity of a hotel. Guest services managers typically work 50 hours per week or or longer in guest access areas of a hotel, as well as in an office.
Guest Services Manager, Hotel Tasks
Directly handle customer service problems, working for satisfactory resolution.
Monitor inventory, rates, schedules, and complete payroll and expenses.
Collect, analyze, and report on metrics like number served, popularity of services and common unmet needs.
Direct and manage staff who interact with customers to ensure high quality guest experiences.