Guest Service Manager
- Develop and implement strategies to maximize customer satisfaction and loyalty.
- Oversee the daily operations of the guest services team, including assigning tasks and providing guidance and training.
- Monitor guest feedback and act on customer satisfaction issues in a timely manner.
- Maintain an up-to-date knowledge of products, services, and pricing.
- Handle customer complaints and inquiries effectively and efficiently.
- Develop and implement policies and procedures to improve customer service.
- Ensure all guest services staff adhere to company standards and procedures.
- Establish and monitor performance standards, set goals, and provide timely feedback.
- Monitor team performance and take corrective action when necessary.
- Monitor and track customer service metrics and make recommendations for improvement.
- Develop and maintain relationships with customers to ensure their satisfaction.
- Coordinate with other departments to resolve customer service issues.
- Maintain an up-to-date knowledge of all hotel services and facilities.
- Bachelor’s degree in hospitality management, business management, or a related field
- At least 2 years of experience in a hospitality management role
- Proficient in Microsoft Office Suite and property management software
- Excellent customer service, communication, and organizational skills
- Ability to multitask and problem solve in a fast-paced environment
- Knowledge of hotel operations, practices, and procedures
- Ability to motivate and mentor employees
- Strong leadership and management skills
- Ability to adhere to all safety and security regulations
- Ability to work a flexible schedule, including nights, weekends, and holidays
- Ability to lift up to 50 lbs.
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