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 Manager Tasks
Monitor inventory, room availability, rates, schedules, and complete payroll and expenses.
Collect, analyze, and report on metrics like number of guests served, popularity of services and common unmet needs.
Direct and manage staff who interact with customers to ensure high quality guest experiences with hotel-wide services.
Directly handle customer service problems, working for satisfactory resolution.