Guest Services Manager, Hotel Salary
|Salary||$27,469 - $52,020|
|Bonus||$0.00 - $4,872|
|Total Pay (|
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).)
|$23,807 - $51,072|
|Hourly Rate||$9.90 - $18.56|
|Overtime||$0.00 - $31.20|
|Bonus||$0.00 - $4,872|
|Total Pay (||$23,807 - $51,072|
Job Description for Guest Services Manager, Hotel
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.Read More...
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.
Common Career Paths for Guest Services Manager, Hotel
Popular Skills for Guest Services Manager, Hotel
Survey results show that Guest Services Hotel Managers typically report just a few professional skills. Most notably, skills in Administration, Customer Relationship Management, Customer Service, and Customer Relations are correlated to pay that is above average. Skills that pay less than market rate include Customer Relations, Customer Service, and Customer Relationship Management. Those proficient in Customer Relations are, more often than not, also skilled in Administration and Customer Relationship Management (CRM). Most people who know Customer Service also know Customer Relationship Management (CRM) and Administration.
Pay by Experience Level for Guest Services Manager, Hotel
Pay by Experience for a Guest Services Manager, Hotel has a positive trend. An entry-level Guest Services Manager, Hotel with less than 5 years of experience can expect to earn an average total compensation of $34,000 based on 105 salaries provided by anonymous users. Average total compensation includes tips, bonus, and overtime pay. A Guest Services Manager, Hotel with mid-career experience which includes employees with 5 to 10 years of experience can expect to earn an average total compensation of $39,000 based on 72 salaries. An experienced Guest Services Manager, Hotel which includes employees with 10 to 20 years of experience can expect to earn an average total compensation of $39,000 based on 43 salaries. A Guest Services Manager, Hotel with late-career experience which includes employees with greater than 20 years of experience can expect to earn an average total compensation of $41,000 based on 9 salaries.
Pay Difference by Location
With a pay rate for Guest Services Hotel Managers that is 38 percent greater than the national average, New York offers a comfortable salary for those in this profession. In Orlando, salaries are 7 percent below the national average and represent the lowest-paying market.
Related Job Salaries
Key Stats for Guest Services Manager, Hotel
Rated 4 out of 5
based on 30 votes.