Guest Service Manager Job Description
Guest Service Manager Duties & Responsibilities
To write an effective guest service manager job description, begin by listing detailed duties, responsibilities and expectations. We have included guest service manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Guest Service Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Guest Service Manager
List any licenses or certifications required by the position: CPR, CPO
Education for Guest Service Manager
Typically a job would require a certain level of education.
Employers hiring for the guest service manager job most commonly would prefer for their future employee to have a relevant degree such as University and Collage Degree in Hospitality, Hotel Management, Business/Administration, Hotel and Restaurant Management, Education, Management, Tourism, Hospitality Management, Administration, Business
Skills for Guest Service Manager
Desired skills for guest service manager include:
Desired experience for guest service manager includes:
Guest Service Manager Examples
Guest Service Manager Job Description
- Implement training programs for all employees, conduct induction and skills training
- Perform any other duties as directed by the Management
- Recruit and ensure proper induction of new Team Members
- Conduct a monthly food stock
- Support the GM managing the overall operations
- Ensure Legal compliance of all marketing programs
- Oversee and manage different teams, such as Inbound, Outbound
- Maximize efficiencies through Campaign Management
- Manage recruiting and training of all staff
- Ensure metric management is in place and effective
- A 2 year degree in Hospitality Management or related field is desired
- Minimum 2 years work experience as Assistant Manager - Guest Relations / Concierge / Butler, or Guest Service Manager in larger operations
- Must be highly motivated, flexible, adaptable and a gogetter
- Proficient in communicating in the English language, ability to speak a foreign language desired
- With progressive experience in Guest Service Center gained over the last 5 years in a 5 star luxury property, 2 years of which would have been spent as an Assistant Manager- Guest Service Center
- With progressive experience in Guest Service Center gained over the last 5 years in a 5 star luxury property, 2 years of which would have been spent as Guest Service Center Manager
Guest Service Manager Job Description
- Plan and execute strategies to realize future goals, plans, and objectives
- Identify process improvements to drive efficiencies
- Coach and counsel to ensure optimal performance
- Ensure competitive compensation plans to realize focus that drives optimal efficiencies
- Ensure all organizational and compensation changes are reviewed and approved by senior management
- Responsible for timely submission of all recruiting advertising
- Approve employee time schedules
- Ensure sales strategies are executed in a manner that ensures ethical standards expected of the Hilton brand
- Maintains a highly motivated work environment thru positive interaction with all Sales staff
- Create, reviews and approve all scripts, rebuttals, and procedures for new and existing programs
- Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner
- Confirm that Guest Service Agents, Operators, Concierge and Bellstaff complete all duties
- Minimum 2 years work experience as Assistant Manager - Concierge or Guest Service Manager in a resort / bigger operations
- A holder of the 'Clefs d'Or' an added value
- To run smoothly the day to day organisation
- To co-operate on improving our guest satisfaction
Guest Service Manager Job Description
- Maintain operational statistics reports using systems such as HotSos, Opera etc
- Uses HotSOS to dispatch concierge, engineering, housekeeping, requests/jobs to the respective departmental colleague and to ensure delivery of timed orders and other requests at the designated times, following up with delivery and other colleagues to ensure completion
- Carry out and supervise training and briefings
- Ensure duty rosters are well balanced and that the monthly attendance sheet and annual vacation plan are controlled
- Ensure appraisals and colleague feedbacks are done on time and maintain records
- Be in line with Telephone call tariffs and keep a comparison record updated
- Liaise with IT regarding the maintenance of the switchboard equipment
- Ensures guests are greeted upon arrival and makes time to interact effectively with guests
- Must review all site tours, resumes, arrivals, and departures daily, provide communications and operational actions of team to deliver upon all service standards
- Review the current day's expected arrivals and checks that all guests special request are addressed
- 2+ years’ experience as an Exec-Sous Chef or Head Chef
- Knowledge of Culinary management and development in variety of working environments
- Understanding of the competitive landscape in the Food and Beverage segment
- Strong working knowledge of Opera CRS
- Additional language will be an advantage
- Ability to effectively manage, coach and lead a team of selling professionals
Guest Service Manager Job Description
- Create the "WOW" factor at their first impression - arrival at the hotel
- Education Management - Works with vendors on scheduling and implementation of education and other classes and maintains educational calendars
- Service Management - Responsible for financial performance of program(s) against established goals
- Communication - Upholds field communication to ensure compliance, integrity, quality assurance and best practice sharing
- Supervision of activities of the house food and beverage service for 11W and the Guest Residence
- Ensures upkeep of physical plant, and processes the purchase and maintenance of all capital equipment
- Develops, recommends and implements policies and procedures applicable to the structure and operation of 11W, the Guest Residence and International Patient Services
- Develops and secures approval of operation budgets for 11W, the Guest Residence and International Patient Services
- Education Bachelor's Preferred
- Some hospitality experience preferred
- You will work on own initiative, but also be a strong team player
- Minimum of 2 years in guest service, front desk or related professional area
- Minimum of 1 year in supervising role
- Good command in English (spoken and written
- Mandarin speaking skill is required for local guests
- Have previous experience within front office (minimum 1 year within midscale preferred)
Guest Service Manager Job Description
- Takes ownership in the implementation of Employee Engagement Survey (EES) initiatives
- Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department
- To have knowledge of the operational systems at Front Office
- To supervise the Guest Relations daily operations and ensure the overall well-being of all other guests requests are efficiently and effectively fulfilled in accordance with the policy established by Shangri-La Hotels and Resorts, so as to increase customer satisfaction and maintain the warm and welcoming atmosphere of the Resort
- Identifies Guest Relations training requirements and service improvement areas
- Maintains guest recognition programs and enforces all quality standards and procedures for VIPs
- Manage Guest Services corporate teams to ensuring proper planning, staffing, and operational functions as it relates current and new communication channels
- Review all operations performance daily to ensure optimal service levels, customer satisfaction, quality, staffing, budget, and KPIs are consistently met and diagnose emerging trends
- Maintain and develop pertinent operational statistics, financial management information, and results reporting
- Manages, supervises, and coaches a team of Guest Services Advocates, Social Media, and Training & Quality
- Display an exceptional personal presentation
- Be able to work within time constrains
- Hold a GM certificate or is eligible to hold one
- Be a Diplomatic and avid negotiator
- Interviews and hires applicants for Front Office, Concierge and Bell positions
- Develops training and re-training schedules to meet standards