Guest Service Manager

Role & responsibilities

• Guest Relations: Welcome guests upon arrival, ensure smooth check-ins and check-outs, and maintain high visibility in public areas.
• Issue Resolution: Handle complaints professionally, turn negative experiences into positive outcomes, and manage service recoveries.
• Staff Management: Hire, train, and mentor team members, create staff schedules, and monitor daily shift performance.
• Department Coordination: Work closely with housekeeping, maintenance, and the front desk to ensure consistent brand standards.
• Administrative & Financial Duties: Track guest feedback trends, manage departmental budgets and labor costs, and oversee cash handling or billing procedures.