Guest Services Manager

Job Summary

The Guest Services Manager oversees daily guest-facing operations to create a welcoming, efficient, and consistent experience. This role leads and supports the guest services team, resolves service concerns, and works with other departments to maintain high standards of hospitality and operational effectiveness.

Responsibilities

• Oversee daily guest services operations, staffing, and service coverage.
• Lead, coach, and support team members through onboarding, training, and ongoing feedback.
• Respond to guest questions, requests, and concerns, resolving issues promptly and professionally.
• Establish and maintain service procedures and standards.
• Coordinate with other departments to address guest needs and support smooth operations.
• Monitor service feedback and operational metrics, identify trends, and recommend improvements.
• Help manage scheduling, budgets, supplies, and other operational resources.
• Ensure team practices follow applicable safety, privacy, and organizational policies.

Qualifications

• Experience in guest services, hospitality, customer service, or a related field.
• Experience leading, supervising, or coaching a team.
• Strong communication, problem-solving, and organizational skills.
• Ability to manage competing priorities and remain composed in a fast-paced environment.
• Sound judgment and a service-oriented approach to resolving concerns.
• Familiarity with scheduling, point-of-sale, reservation, or customer relationship management systems is an asset.
• Availability to work a flexible schedule, including evenings, weekends, or holidays, as business needs require.

Work Environment

This role involves regular interaction with guests and team members and may require extended periods of standing or walking. Specific physical requirements and scheduling expectations should be aligned with the needs of the work location.