Guest Services Manager

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    "requisitionDescription": "<div><div><div><div><div><p><u>General Summary of Duties</u>:</p><div class=\"fr-view\"><div data-pasted=\"true\"><div><p data-pasted=\"true\">The Guest Experience Manager primary responsibility for elevating the overall guest journey, VIP engagement, and service recovery initiatives. This role oversees all VIP and high-profile guest experiences, leads Elite Appreciation programs, and drives guest retention through proactive and reactive service excellence.</p><p>This position acts as a key operational leader within the Front Office, ensuring alignment between guest experience strategy and day-to-day execution, while maintaining direct oversight of VIP services and collaborating cross-functionally with all hotel departments.</p><p><u>Examples of Duties (includes but is not limited to the following)</u>:&nbsp;</p></div><p data-pasted=\"true\">Guest Experience Leadership</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\">Champion a culture of service excellence, personalization, and accountability across all front-facing teams.</li><li style=\"margin-left: 24px;\">Lead daily operations with a focus on elevated guest interactions, anticipating needs before arrival through departure.</li></ul><p>VIP &amp; High-Profile Guest Oversight</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\">Own the end-to-end experience for all VIP, high-profile, and repeat guests.</li><li style=\"margin-left: 24px;\">Review and manage all VIP arrivals, ensuring amenities, room assignments, and personalized touches exceed brand standards.</li><li style=\"margin-left: 24px;\">Act as primary point of contact for escalated or sensitive guest interactions.</li><li style=\"margin-left: 24px;\">Coordinate cross-departmentally (Housekeeping, F&amp;B, Security, Sales) to deliver seamless VIP experiences.</li></ul><p>Elite Appreciation &amp; Loyalty Engagement</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\">Design and execute enhanced Elite member recognition programs.</li><li style=\"margin-left: 24px;\">Develop personalized engagement strategies for top-tier guests to increase loyalty and return visits.</li><li style=\"margin-left: 24px;\">Partner with Sales and Marketing to identify high-value guests and opportunities for relationship building.</li></ul><p>Guest Recovery &amp; Retention</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\"><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW209451039 BCX0\"><span class=\"NormalTextRun SCXW209451039 BCX0\">Lead all guest recovery efforts, ensuring timely, thoughtful, and brand-aligned resolutions.</span></span></li><li style=\"margin-left: 24px;\">Monitor guest feedback channels (GSS, Trip Advisor, etc.) and proactively address trends.</li><li style=\"margin-left: 24px;\">Implement strategies to reduce repeat service failures and improve satisfaction scores.</li><li style=\"margin-left: 24px;\">Track and analyze recovery data to inform operational improvements.</li></ul><p>Operational Leadership</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\">Support and guide Front Desk leadership, ensuring service consistency and adherence to standards.</li><li style=\"margin-left: 24px;\">Maintain visibility on the floor during peak times, acting as a hands-on leader.</li><li style=\"margin-left: 24px;\">Assist in staffing, scheduling, and performance management in collaboration with the Director.</li></ul><p>Team Development &amp; Culture</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\">Coach and develop team, with emphasis on service delivery and emotional intelligence.</li><li style=\"margin-left: 24px;\">Lead training initiatives focused on guest experience, personalization, and recovery skills.</li><li style=\"margin-left: 24px;\">Foster a culture of ownership, accountability, and pride in service.</li></ul><p>Financial &amp; Performance Management</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\">Support departmental financial goals through guest retention and service excellence.</li><li style=\"margin-left: 24px;\">Monitor compensation trends tied to guest recovery and identify opportunities for improvement.</li><li style=\"margin-left: 24px;\">Contribute to overall metrics such as GSS, loyalty satisfaction, and upsell revenue.</li></ul><p>Reporting Structure</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\">Reports to: Director of Front Office</li><li style=\"margin-left: 24px;\">Direct oversight: VIP Services / Guest Experience team</li><li style=\"margin-left: 24px;\"><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW209451039 BCX0\"><span class=\"NormalTextRun SCXW209451039 BCX0\">Partnership: Front Desk leadership</span></span></li></ul><p><u>Position Requirements</u>:</p><p data-pasted=\"true\">Qualifications</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\">3&ndash;5+ years of progressive Front Office leadership experience</li><li style=\"margin-left: 24px;\">Strong background in luxury or high-touch guest service environments preferred</li><li style=\"margin-left: 24px;\">Proven experience handling VIP and high-profile guests</li><li style=\"margin-left: 24px;\">Exceptional interpersonal, problem-solving, and leadership skills</li><li style=\"margin-left: 24px;\">Ability to influence across departments and drive culture change</li><li style=\"margin-left: 24px;\">Strong analytical mindset with ability to interpret guest feedback data</li></ul><p>Competencies for Success</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\">Guest-centric mindset</li><li style=\"margin-left: 24px;\">High emotional intelligence</li><li style=\"margin-left: 24px;\">Crisis management and service recoveryexpertise</li><li style=\"margin-left: 24px;\">Attention to detail and personalization</li><li style=\"margin-left: 24px;\">Executive presence and professionalism</li><li style=\"margin-left: 24px;\"><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW125539244 BCX0\"><span class=\"NormalTextRun SCXW125539244 BCX0\">Proactive leadership style</span></span></li></ul><p><u>Education</u>:</p><ul><li>Bachelor&rsquo;s Degree in Hospitality Management or related major preferred</li></ul><p><u>Typical Physical / Mental Demands</u>:</p><ul><li>Must be able to stand, walk, sit for prolonged periods of time</li><li>Must be able to bend, stoop, crouch</li><li>Must use hands to reach, grasp, handle, pull and push</li><li>Must have good near and far vision</li><li>Must be able to hear, talk, smell</li></ul></div></div></div></div></div></div></div>\n",
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