Guest Service Manager Job Description

A Guest Service Manager (GSM) is a person who provides service to customers in a retail or hospitality context.

GSMs are employed by hotels, resorts, restaurants, and stores.

GSMs work in all areas of hospitality and retail, such as housekeeping, food and beverage service, front desk, reservations, and guest services.

A GSM is responsible for greeting customers, handling customer questions, and resolving problems.

GSMs may stand in for the front desk, waiting to take reservations, answer questions, or provide information to guests.

Updated on:     
September 15, 2022

Job Brief:

We're looking for a Guest Service Manager who can ensure that our guests have a positive and memorable experience during their stay with us. The right candidate will be able to provide exceptional customer service and be able to resolve any issues that may arise. If you have a passion for providing outstanding guest service and are able to work well under pressure, then we want to hear from you!

Guest Service Manager Duties:

  • Develop, implement, and maintain guest service programs
  • Maintain a positive guest experience through effective guest services
  • Manage guest service operations to ensure satisfaction for guests
  • Oversee all operations, including guest service staff, front office staff, and ancillary operation staff
  • Develop and manage a proactive quality assurance program
  • Ensure compliance with company policies and procedures
  • Maintain regular communication with guests and employees
  • Ensure that guest needs are met in a timely and professional manner
  • Provide outstanding customer service
  • Responsible for ensuring that each department makes efficient use of its resources
  • Ensure that all guest service operations meet quality standards

Guest Service Manager Responsibilities:

  • Provide ongoing training of staff to ensure highest standards of execution, teamwork, and customer service
  • Staff the front desk and VIP lounge with friendly, knowledgeable, and professional employees, including greeting and assisting guests, providing information about reservations and destinations, and explaining hotel and club amenities
  • Perform daily housekeeping and room inspections, and respond to guest comments and concerns
  • Conduct periodic inventory counts and reconcile results
  • Assist in the coordination of room reservations, including handling special requests and special requests by VIPs
  • Assist with data entry, including processing check requests
  • Maintain and update all guest information, including reservations and billing records
  • Maintain and update employee information
  • Prepare review reports and prepare monthly and annual operating reports

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Requirements And Skills:

  • Bachelor’s degree in business, human resources, marketing or related field
  • 5+ years of guest services experience preferred
  • Strong knowledge of customer service best practices and proven ability to use good judgment to manage guest interactions in a retail environment
  • Strong problem-solving, decision-making, and negotiation skills

At [Company Name], we believe that diversity and inclusion are key to success. We are committed to building a team that reflects a wide range of backgrounds, perspectives, and experiences. We encourage applications from people of all races, religions, national origins, genders, gender expressions, and ages, as well as veterans and individuals with disabilities

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