Hotel Guest Services Manager

Full-Time

Job Description

We are seeking a dedicated and customer-focused Hotel Guest Services Manager to ensure that our guests have a memorable experience at our hotel.

The Guest Services Manager will be responsible for supervising guest service employees, such as the front desk team, concierges and bellhops. Train new guest service staff on proper procedures and protocols ensuring high standards of customer service.

This role requires strong leadership skills, excellent communication abilities, and the capability to handle difficult situations with ease.

The ideal candidate should have a proven track record in the hospitality industry and a passion for customer satisfaction.

Responsibilities

•Oversee day-to-day operations at the front desk and resolve guest issues promptly and professionally

•Train and supervise front desk staff, ensuring they provide exceptional customer service

•Monitor guest feedback and liaise with department managers to ensure guest satisfaction

•Develop and implement strategies to improve the quality of guest services

•Handle guest bookings, check-ins, and check-outs efficiently

•Coordinate with housekeeping and maintenance departments to ensure rooms are ready for new arrivals

•Ensure compliance with health and safety regulations

•Regularly report to upper management about the performance of the guest services department

Qualifications

•Proven experience as a Guest Services Manager or relevant role in the hospitality industry

•Knowledge of hotel operations and guest services best practices

•Excellent leadership and people management skills

•Strong problem-solving abilities and a customer-focused approach

•Good understanding of hospitality management software

•Proficiency in English; Understanding and speaking Japaneseis preferred

•Bachelor’s degree in hospitality management or related field is preferred

Benefits

•401(k) with company match

•Health, dental and vision insurance

•Paid time off

•Life insurance