Guest Services Manager

• Accountable for guest satisfaction by ensuring service standards are met, and guest needs and concerns are responded to in a timely manner, focusing on service recovery
• Works side by side with staff to train and model appropriate guest service standards
• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations
• Implementing creative service programs designed to increase guest satisfaction
• Assists in evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members
• Assists with interviewing, hiring, coaching, and development of all team members
• Assists with required training for department team members and ensuring training records are maintained
• Analyzes quality issues, identifies training needs, and ensures implementation to improve results
• Attends all daily, weekly, and/or monthly department meetings to ensure proper communication/planning occurs
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
• preparing and completing action plans
• implementing production, productivity, quality, and customer-service standards
• resolving problems
• completing audits
• identifying customer service trends
• determining system improvements
• implementing change
• Determines customer service requirements by maintaining contact with customers
• visiting operational environments
• conducting surveys
• forming focus groups
• benchmarking best practices
• analyzing information and applications

• Must successfully pass a criminal background check
• Ability to communicate and be able to problem-solve with team members and guests
• Must be able to manage multiple priorities in a fast-paced environment
• Demonstrates clear written and verbal communication skills
• Excellent interpersonal and customer service skills
• Self-motivated and able to motivate others
• Ability to perform multiple tasks and meet deadlines
• Goal orientated, team player
• Easily adapts to change
• Must have high attention to detail and leadership ability
• Must have excellent organization skills, a high degree of creativity to facilitate efficient problem-solving
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines
• Able to work nights, weekends, and holidays as needed
• High School Diploma or Equivalent
• College Degree preferred

College Degree