** Guest Services Manager**

**Job Category****:** Rooms **Requisition Number****:** GUEST003034 Showing 1 location **Job Details**

**Description**

**JOB SUMMARY** The overall objective and purpose of the Guest Services Manager (GSM) are to oversee guest and front office operations. Our GSM will assist with guest check-in, check-out, requests, and challenges. They will manage lobby and valet operations, hotel amenities and provide assistance throughout the hotel as needed. Additionally, the GSM will monitor Grand Performer scheduling, cooperation, and training. The incumbent is responsible for supervising the Front Office, ensuring our guests receive exceptional service. They are to provide inspiring and strategic leadership while directing the activities of the Rooms department in support of the mission, core values, and goals established by the company.

**CORE RESPONSIBILITIES**

* Primary areas of responsibility include, but are not limited to the following Supervises daily shift operations.

* Regularly seek and utilize guest commentary to build long-lasting relationships.

* Drive continuous improvement in overall guest satisfaction and scores.

* Ensures all guest special requests are fulfilled.

* Respond and follow up on all problem/resolution cases.

* Promote our company culture in which Grand Performers excel in their roles and understand what is expected of them every day.

* Executive and create defined guest service strategies through communication between all departments: Front Desk, Housekeeping, Food and Beverage, and Valet. Ensures Grand Performers are in compliance with appearance standards.

* Actively coach, counsel, and discipline Grand Performers when necessary.

* Manages all Grand Performer professional development and growth.

* Manage their team in creating, and implementing programs and policies to create a safe and exceptional environment for guests, and Grand Performers.

* Ensures compliance with all hotel policies, standards, and procedures.

* Empowers Grand Performers to provide excellent customer service.

* Edits work schedules and evaluate the work performance of employees.

* Assigns and coordinates the work of employees to promote the efficiency of operations.

**MINIMUM QUALIFICATIONS**

* High School diploma - required 4 years of relevant work experience in similar scope and title required Experience within luxury brand/markets preferred

**WORK ENVIRONMENT**

* The work environment/conditions described herein are representative of those that an incumbent may experience. Must be comfortable working in a shared space, with constant noise, without the use of a private office.

* Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration. Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice. Must be able to work safely in a kitchen environment with high temperatures and humidity

**PHYSICAL DEMANDS**

* The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job.

* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

* While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.

* Push, pull, and lift up to 50lbs on a weekly basis.

* While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting and standing for long and short periods of time.

> ****The Kessler Collection is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.****

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> **Skills**

**Preferred**

**Passion** *Novice* **Caring** *Novice* **Active Listening** *Novice* **Ability to Make an Impact****:** Inspired to perform well by the ability to contribute to the success of a project or the organization **Flexibility****:** Inspired to perform well when granted the ability to set your own schedule and goals **Education**

**Required**

High School or better.

**Experience**