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Hotel Hospitality Jobs

Guest Services Manager

Legends Global

Fort Worth, Texas

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JOB DETAILS
SKILLS
Communication Skills, Conflict Resolution, Continuous Improvement, Customer Support/Service, Event Management, Hospitality and Tourism, Interpersonal Skills, Leadership, Operational Improvement, Operations Management, Operations Security (OPSEC), Organizational Skills, People Management, Problem Solving Skills, Schedule Development, Security Protocols, Staff Training, Team Lead/Manager, Training Program, Training Program Development, Training/Teaching
LOCATION
Fort Worth, Texas
POSTED
30+ days ago
The Guest Services Manager is responsible for leading all front-of-house operations and ensuring a seamless and outstanding guest experience at every event. This role oversees a team of Ushers, security personnel, janitorial coordinators, and temporary labor staff. The manager will implement effective service standards, policies, and training programs to foster a safe, organized, and welcoming environment for all patrons and staff.
Key Responsibilities:
  • Directly manage and supervise the Guest Services Lead, security staff, janitorial team, and all event-based temporary labor.
  • Assist with the recruitment, interviewing, hiring, and onboarding of usher staff.
  • Develop and enforce comprehensive front-of-house policies and procedures, including customer service and security protocols.
  • Collaborate with the Director of Operations to ensure efficient and effective janitorial coverage during events.
  • Manage scheduling and ensure adequate staffing for all events, including Ushers and contracted labor.
  • Arrange and oversee external contracts for additional usher support when necessary.
  • Maintain a leadership presence during events, ensuring a supervisor or lead is on-site during every shift.
  • Develop and deliver training programs for front-of-house staff, focusing on customer service and conflict resolution.
  • Plan for increased event volume and complexity by proactively addressing future operational and security needs.
  • Continuously assess and improve front-of-house operations to elevate the guest experience.
Qualifications:
  • Previous managerial experience in guest services, event operations, or a related field.
  • Strong leadership and team-building skills with the ability to motivate and manage diverse staff.
  • Excellent communication, interpersonal, and problem-solving abilities.
  • In-depth understanding of customer service principles and front-line procedures.
  • Experience in developing staff training and implementing operational improvements is ideal but not required.
  • Ability to work flexible hours, including nights, weekends, and holidays, in alignment with event schedules.

About the Company

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Legends Global

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