Guest Services Manager is responsible for managing concierge services and operations. Ensures concierge services help guests with reservations, travel arrangements, and suggestions for attractions or activities. Being a Guest Services Manager coaches concierge staff in customer service, and handles escalated customer service issues as needed. Monitors staff scheduling and shifts. Additionally, Guest Services Manager coordinates with hotel departments to deliver customer satisfaction and resolve problems. May require an associate degree or equivalent. Typically reports to a head of a unit/department. The Guest Services Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Guest Services Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Education & Qualifications: Minimum of a high school diploma or GED required with ability to accurately perform basic math calculations. Must be organized, detail oriented, committed to providing excellent guest service in a professional manner and have excellent interpersonal and communication skills. Must be able to effectively multi-task in a fast paced environment and able to stand for extended periods of time. Must be able to work various hours including days, evenings, weekends and holidays.
Essential Functions:
• Must follow proper operating procedures per department and company policies.
• Resolve guest conflicts in professional and timely manner and/or escalate to department Team Leader or Manager when appropriate.
• Understanding of CenterEdge software and operation of POS system to process season pass sales, different ticket type sales, group sales, process payments and purchases for guests, and Park gift card sales.
• Complete Cabana Rentals at Laguna Splash per company policies and procedures; to include but not limited to scheduling and/or rescheduling cabana rentals, processing payments and/or refunds, concierge services, etc.
• Must be comfortable with handling and collecting large amounts of money; give correct change.
• Must have a working knowledge of Microsoft Office (Word and Excel).
• Complete clerical duties such as filing, answering phones, using copier/scanner, stuffing and addressing outgoing mail, etc.
• Assist other seasonal office department tasks as assigned.
Other Responsibilities:
• Maintain and protect employee, guest, and consumer confidentiality.
• Report to and from work at assigned time.
• Complete other duties as assigned.
• Must be honest and reliable.
• Must be able to work in a team atmosphere and assist co-workers on an ongoing basis.
• Adhere to dress code policy.
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