Guest Service Manager

Summary Of Position

The Guest Service Manager (GSM) leads the bell, door, and lobby guest experience keeping front-of-house operations running smoothly while setting the tone for every arrival and departure. This role also oversees on-property transportation services, ensuring safe, efficient, and guest-focused mobility throughout the property. As a highly visible leader, the GSM models exceptional hospitality, brings service standards to life, and supports operational excellence and guest satisfaction at every touchpoint. Serving as Manager-on-Duty as needed, the GSM plays a key role in creating memorable, differentiated resort experiences, while also supporting room revenue and occupancy goals.

Essential Functions

• Oversee management and supervision of the Bell Desk including hiring, performance evaluations, coaching, training, development, and mentoring for Bellmen, Doormen, and Bell Captains.
• Serve as a highly visible lobby leader.
• Plan and organize group departures and arrivals including coordination with Destination Services, Conference Services, and other departments.
• Attend weekly manager’s meeting and communicate pertinent messages to staff.
• Lead department goal planning, continuous improvement projects, and recurring training efforts.
• Implement new resort procedures, as necessary.
• Oversees and manages Bell schedule along with Captains.
• Perform Manager-On-Duty shifts and all associated functions of the position including, but not limited to, reporting and handling guest complaints.
• Oversee valet operations including organization and safety of the valet lot and accountability for vehicle handling, traffic flow, and adherence to all policies and procedures.
• Manage all room delivery operations including room service, group deliveries, and any additional items requested for guest delivery, ensuring timely execution, proper coordination with departments, and accurate charging of all group-related deliveries.
• Perform administrative functions such as inventory, van switches, e-mail, memos, gratuity calculations, and other required paperwork.
• Conduct annual performance reviews for Bellmen, Captains, and Doormen members and track completion of all required training, certifications, and due dates.
• Monitor guest surveys for Bell Desk comments to improve service levels.
• Perform other Doorperson and Bellperson tasks as needed.
• Assist the Front Desk management team with resort reservation functions and department billing.
• Execute Bell Desk VIP arrival and departure standards.
• Maintain compliance with all Bell Desk safety standards by ensuring vehicles are properly secured overnight, carts and equipment are maintained in safe driving conditions, and all Bell team members consistently follow required safety protocols.
• Maintain Lobby cleanliness and furniture placement as outlined in the Lobby “Look Book”.
  
  

Qualifications

Education: college degree preferred

Experience: Minimum of two years of resort Rooms Division or Guest Service Management required.

Certificates or Licenses: Valid and current driver’s license with a clean driving record. License checks will be conducted periodically.

Knowledge, Skills, And Abilities

• Ability to operate a bell cart
• Ability to train and supervise with strong leadership skills
• Ability to make quick and efficient decisions to benefit the team and guests.
• Considerable knowledge of the city and surrounding areas.
• Ability to understand and uphold Marc & Rose 4 Pillars and AAA Diamond Standards.
  
  

Personal Characteristics

• Behaves ethically
• Communicates effectively, conveying information clearly and professionally through speaking, listening, reading and writing in English.
• Professional Appearance: Exhibits an appearance appropriate for a four-diamond resort (Specific grooming standards are available for review)
  
  

The Arizona Grand Resort & Spa’s leaders and associates believe each guest should be treated with respect and professionalism. We create a genuine experience, enticing our guests to return again and again. In order to be successful at The Arizona Grand Resort & Spa, associates must share both our Purpose (Making Space for Genuine Hospitality) and Pillars (Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, and Conscientious). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our fun, friendly and enthusiastic associates treat every guest as if they were our only guest. A true customer focus is essential to success with our property.