Guest Service Manager

1 day ago

Palm Beach, Florida, United States LR Palm House LLC Full time
Job Title: Guest Service Manager

At LR Palm House LLC, we are seeking a highly skilled Guest Service Manager to join our team. This is a fantastic opportunity for a motivated and experienced professional to take on a leadership role and make a real impact on our guests' experiences.

Key Responsibilities:
  • Guest Experience Management:
    • Oversee all aspects of guest interactions to ensure high levels of satisfaction.
    • Address guest complaints and concerns promptly and effectively, ensuring resolutions meet company standards.
    • Develop and implement strategies to enhance the guest experience and foster loyalty.
  • Team Leadership:
    • Recruit, train, and supervise guest service staff, including front desk agents, concierge, and other service personnel.
    • Conduct regular performance reviews, provide feedback, and support staff development.
    • Create and maintain a positive, motivated, and high-performing team environment.
  • Service Standards:
    • Establish and enforce service standards and procedures to ensure consistency and quality of service.
    • Monitor and evaluate guest service performance, implementing improvements as necessary.
    • Ensure all staff are well-versed in company policies, service standards, and customer service techniques.
  • Operational Duties:
    • Oversee the daily operations of the guest service department, including managing shift schedules and ensuring adequate coverage.
    • Handle guest check-ins and check-outs, and oversee reservation management.
    • Coordinate with other departments to ensure seamless guest experiences.
  • Guest Feedback and Reporting:
    • Gather and analyze guest feedback through surveys, comment cards, and direct interactions.
    • Prepare and present reports on guest service metrics, feedback trends, and areas for improvement to senior management.
    • Implement action plans based on feedback to enhance guest satisfaction.
  • Compliance and Quality Control:
    • Ensure compliance with all company policies, health and safety regulations, and industry standards.
    • Conduct regular audits of guest service processes and implement corrective actions as needed.
  • Guest Relationship Management:
    • Build and maintain strong relationships with regular and VIP guests.
    • Anticipate guest needs and preferences, and personalize services to enhance their experience.
    • Handle special requests, arrangements, and accommodations to exceed guest expectations.
Requirements:
  • Proven experience in a guest service or customer service management role, preferably within a hospitality or service-focused environment.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in guest management software and office applications.
  • Ability to handle challenging situations and resolve conflicts effectively.
  • Strong organizational skills with attention to detail.
Education and Experience:
  • High school diploma or equivalent; a degree in Hospitality Management, Business Administration, or a related field is preferred.
  • At least 4 years of experience in a guest service or customer-facing role, with a minimum of 2 years in a supervisory or managerial capacity.
Specific Job Knowledge, Skills and Ability:
  • Proven leadership skills with the ability to inspire and develop a team.
  • Strong understanding of front office operations, guest service standards, and revenue management.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Proficiency in front office software (Opera Cloud) and Microsoft Office Suite.
  • Ability to work flexible hours, including weekends and holidays as needed.
  • Excellent problem-solving and conflict resolution skills.
  • Ability to manage multiple priorities and meet deadlines.
  • Strong organizational and project management skills.
Licenses or Certificates:
  • Ability to obtain any government required licenses or certificates.
Grooming:
  • All employees must maintain a neat, clean and well-groomed appearance (Specific standards are available).

This is a challenging and rewarding role that requires a high level of professionalism, leadership, and customer service skills. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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