Guest Services Manager Job Description

Guest Services Manager

Salary range: $35,000-$70,000, Sweet spot: $45,000-$60,000
Major cities: $55,000-$70,000, Other markets: $35,000-$50,000
Hourly: $17-$35/hour Sweet Spot: $22-$30/hour
Bonus: Customary

Salary depends on years of experience, range of duties, hours, and location.

A Guest Services Manager is responsible for overseeing the guest experience and ensuring that guests have a positive experience at a hotel, resort, or other type of organization. They manage the front-of-house staff and ensure that they provide excellent customer service. They are often the first point of contact for guests and are responsible for providing information about the organization, handling guest complaints or issues, and ensuring that guests have all the information they need to enjoy their stay. They may also be responsible for overseeing other aspects of the hotel or organization such as housekeeping, security, and food and beverage service. An ideal guest services manager has excellent communication, customer service, and organizational skills, as well as the ability to multitask and stay calm under pressure.

Job Description

Managing the front-of-house staff and ensuring that they provide excellent customer service
Handling guest complaints or issues and ensuring that they are resolved in a timely and professional manner
Overseeing other aspects of the hotel or organization, such as housekeeping, security, and food and beverage service
Planning, scheduling and monitoring the work of front-of-house staff
Recruiting, training, supervising and motivating the front-of-house team
Checking in on guests regularly to ensure they are satisfied with their stay
Ensuring that all guest service policies and procedures are followed
Managing and controlling the budget of the guest service department
Keeping statistics and preparing reports on guest complaints, feedback and occupancy statistics