What are the responsibilities and job description for the Guest Services Manager position at Horizon Hospitality Associates, Inc?
A premier professional services firm in St. Louis is seeking an empathetic, organized Guest Services Manager for a high-visibility client care role. This is an exceptional opportunity for luxury hospitality managers, concierge professionals, or high-end client relations experts to transition their skills into a stable corporate environment with predictable hours and long-term career growth.
Key Responsibilities
- Proactive Client Outreach: Conduct regular follow-ups to ensure clients feel supported, informed, and valued throughout their service journey.
- Service Quality Assurance: Monitor client communication logs to identify service gaps and maintain high firm-wide standards.
- Empathetic Issue Resolution: Handle and resolve client concerns with high emotional intelligence, collaborating with executive leadership on sensitive cases.
- Process & Metrics Oversight: Utilize internal CRM platforms to track feedback trends, establish communication SOPs, and build accountability metrics.
- Detailed Documentation: Maintain accurate logs of all client interactions, follow-ups, and resolutions.
Requirements
- Experience: Strong background in luxury hospitality management, guest relations, concierge, high-end retail, or customer success.
- Phone Communication: Exceptional verbal skills with the comfort to conduct 95% of client interactions via phone.
- High EQ: Demonstrated ability to manage sensitive situations with diplomacy and empathy.
- Process-Driven: Proven track record in creating structured workflows, tracking CRM metrics, and maintaining high accountability.
- Location: Must be locally based and available for a 100% on-site role in St. Louis, MO.
Benefits & Perks
- Work/Life Balance: Mon-Fri, 9-5 schedule
- Base Salary: $75,000 – $85,000/year (based on experience)
- Bonuses: Discretionary year-end bonus
- Health Coverage: Comprehensive health, dental, and vision insurance
- Retirement: Safe Harbor 401(k) with up to a 4% match
- Time Off: 15 days (120 hours) PTO annually paid holidays
If you are in a guest or client-facing role in luxury hospitality, high-end retail or professional services, we encourage you to apply today!
Only qualified candidates will be contacted.
Salary : $75,000 - $85,000