Guest Services Manager is responsible for managing concierge services and operations. Ensures concierge services help guests with reservations, travel arrangements, and suggestions for attractions or activities. Being a Guest Services Manager coaches concierge staff in customer service, and handles escalated customer service issues as needed. Monitors staff scheduling and shifts. Additionally, Guest Services Manager coordinates with hotel departments to deliver customer satisfaction and resolve problems. May require an associate degree or equivalent. Typically reports to a head of a unit/department. The Guest Services Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Guest Services Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
The GSR is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.
Job Description
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Requirements