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Job description

Guest Services Manager

Guest Services Manager job overview

A guest services manager handles visitor needs, front-desk operations, and ensures the highest level of guest satisfaction. Guest services managers assess employee performance, create strategies and services to enhance productivity and increase revenue and profitability. They also handle guest complaints, providing service replacements or refunds as needed. They are in charge of the safety and security of hotel amenities such as the pool, spa, gym, and valet services, as well as the inventory of required supplies. A guest services manager must be an excellent communicator and leader to successfully manage staff and operational responsibilities.

Guest Services Manager job template

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Guest Services Manager job summary

Our busy hotel is looking for an enthusiastic and detail-oriented customer service professional to be our next guest services manager. You will be in charge of overseeing all front office staff and operations to ensure that our guests have a wonderful stay at our property. Other responsibilities include hiring and training staff, resolving guest problems or complaints, and increasing the profitability of the hotel by improving occupancy rates through up-selling strategies. Our ideal candidate has two or more years in a team management role, preferably in hospitality. Apply now if you are ready to advance your career with an exciting leadership role!


Ashburn, VA
Guest Services Manager responsibilities
  • Maintain a high level of guest satisfaction by overseeing the whole front office activities
  • Evaluate front-office team members' performance while also hiring, training, encouraging teamwork, and setting a high level of customer service standards
  • Increase occupancy and profitability by developing and promoting hotel services and amenities through up-selling strategies
  • Address all guest complaints, concerns, or incidents in a polite, timely, and responsive manner
  • Create financial and operational strategies for the guest service department that are consistent with the hotel's overall goals in the short and long term
Guest Services Manager qualifications
  • High school diploma or equivalent certification required (GED)
  • 3 years of previous experience working in the hospitality industry
  • 2+ years managing a team in a hospitality role or equivalent customer service role
  • Proven customer service experience with a strong guest-focused mentality
  • Possess excellent management skills, communication skills, and multitasking skills
Guest Services Manager compensation

$53,903 (National Average)

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