Guest services managers are typically responsible for managing all day-to-day operations activities for their business' front or main office. Their main objective is to ensure that all systems in the facility are running efficiently and all procedures are being followed completely. The job duties of this position include scheduling, monitoring, and training other guest services personnel; customer appointment and reservation processing; and resolving complaint. Additionally, the guest services manager is usually responsible for interviewing and hiring of new guest services employees. During a typical day, the guest services manager spends the majority of their time working with customers to ensure their needs are being met. They spend some of their time on procedural and administrative tasks such as scheduling, reporting, and employee training.
Guest services managers are part of the customer service and hospitality field. These positions are generally found within businesses that serve external clientele such as hotels, retail stores and outlets, and salons and spas. This position is typically performed in an indoor setting during regular business hours. Some nights, weekends, and holidays are often required due to the nature of the business.
This position generally requires a minimum of a high school diploma or equivalent. Previous customer or guest service experience in the service industry is strongly preferred. Guest services managers must be team players with strong written and oral communication skills; they should be comfortable communicating with customers via telephone, email, and in person. Excellent organizational skills and the ability to use a computer with standard office software is a must.
Guest Services Manager 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.