Guest Services Manager

Job Overview Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition. Adhere to all brand standards and desk merchandising.

Duties And Responsibilities

Manage all aspects of front office operations for assigned shift. Schedule employees to ensure proper coverage.

Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources‑related actions in accordance with company policies and procedures. Alert management of potentially serious issues.

Ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their job functions.

Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures to ensure total guest satisfaction.

Communicate to staff any VIP, Priority Club, ...