Guest Service Manager

Job Summary

The Guest Service Manager oversees daily guest service operations and supports a welcoming, consistent experience for guests. This role leads and develops the service team, addresses guest needs and concerns, and works with other departments to maintain service standards and efficient operations.

Responsibilities

Lead, schedule, and support team members responsible for guest services.
Set clear service expectations and provide coaching, feedback, and training.
Monitor guest feedback and respond promptly and professionally to questions or concerns.
Resolve service issues, escalating complex matters when appropriate.
Coordinate with other departments to support smooth day-to-day operations.
Maintain accurate records, reports, and service documentation.
Identify opportunities to improve service processes and the overall guest experience.
Support the implementation of organizational policies, procedures, and safety standards.
Assist with staffing, onboarding, and performance management as needed.

Qualifications

Experience in guest services, customer service, hospitality, or a related field.
Experience leading or supervising a team preferred.
Strong communication, problem-solving, and organizational skills.
Ability to respond thoughtfully to guest concerns and manage competing priorities.
Comfort using relevant scheduling, service, and recordkeeping systems.
Availability to work a flexible schedule, including evenings, weekends, or holidays, as business needs require.