Guest Services Manager

2 days ago

Houston, TX, United States Evolution Parking and Guest Services Full time
Job Summary

The Guest Services Manager will be responsible for overseeing all aspects of the parking operations including, but not limited to, valet parking operations, maintaining Forbes guest service standards, prioritizing client relationships, motivating, and managing team member performance, maintaining budget and revenue collection, systems management, guest and team member safety, training, staffing, payroll, and scheduling. Our Guest Service Managers have the responsibility to consistently maintain and foster our Luxury Guest Service oriented reputation and keep strong existing client relationships.

Essential Responsibilities
  • Ensure the valet ramp is always properly represented by an Evolution team member and never left unattended without a Supervisor or Manager.
  • Work with the Supervisor frequently to stay close to the operation.
  • Work at the busiest times including evenings, weekends, holidays while properly leading the team.
  • Track hotel parking validations for reimbursement and integrity purposes.
  • Understand and drives business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
  • Demonstrate the ability to positively move the metrics for forecasting, productivity, claims, guest service and turnover.
  • Understand the contractual agreement with the hotel and recognize ways to maximize additional revenue opportunities for both Evolution and the client.
  • Understand the client's service standards, motto, values, and hotel "lingo" while incorporating Evolution's core values.
  • Develop cohesive working relationships with the client's employees.
  • Understand what objectives are important to the client and ensures the entire team is focused on exceeding expectations.
  • Treat clients, team members and third-party vendors with courtesy, respect, and dignity.
  • Practice preventative safety procedures daily as set forth by Evolution and the client.
  • Report all claims, accidents, and incidents to HR (Human Resources) and the Area/Regional VP immediately, while handling appropriately, with urgency, care, and concern.
  • Meet the required Quality Assurance shop thresholds for completion and scores as outlined in the QA Performance policy and audit.
  • Manage uniform and ticket inventory.
  • Work with the Area/Regional VP to forecast and plan for seasonal variances in business to ensure proper staffing levels.
  • Adhere to Evolution's employment and payroll policies and procedures to limit exposure to employment claims and litigation.
  • Review and submit completed and accurate payroll to Corporate on a bi-weekly basis and not to exceed 50% of weekly revenue.
  • Work with the Talent Acquisition team to recruit new talent that can be future leaders at Evolution.
  • Ensure that each new team member is fully onboarded in our HRIS and fully trained prior to working on the ramp.
  • Recognize exceptional performance and provides opportunities for top performers to learn and grow.
  • Identify high performing team members for Crescendo Academy and Crescendo Leadership developmental Programs.
  • Other duties as assigned.
Minimum Education Required
  • Associates Degree, High School Diploma or GED required, or relevant working experience.
  • Understanding of general business practices including accounting, human resources, and customer service.
Minimum Experience Required
  • Experience in valet parking.
  • Valid US Drivers License.
  • 2+ years in a management position.
  • Experience with HRIS platforms, such as ADP.
  • Experience with Customer Service.
Skills Required
  • Strong customer service and client relationship skills.
  • Excellent oral and written communication skills.
  • Strong technology proficiency.
  • Strong organizational skills with a proven track record of meticulous attention to detail and accuracy.
  • Ability to collaborate effectively and work as part of a team.
  • Exceptional attention to detail and able to multitask in a fast paced, deadline driven environment.

Evolution Parking & Guest Services is proud to be an Equal Opportunity Employer with opportunities for advancement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.

  • Front Desk Guest Service Agent

    2 weeks ago

    Houston, TX, United States Crescent Services Full time

    DoubleTree Hotel and Suites by the Galleria is looking for people who are passionate about delivering great guest service and enjoy engaging with people. If you have an outgoing personality and previous direct customer service experience submit your resume today! Required Skills & Abilities: -Two (2) years of direct customer service experience required...

  • Guest Service Agent

    2 weeks ago

    Houston, TX, United States Sonesta International Hotels Full time

    Job Description Summary This position will be responsible for booking, check-in, and check-out, processing all payments according to established hotel requirements, and assisting guests with various tasks related to their visit. The Guest Service Agent provides information about the hotel and the local vicinity in the hotel's continuing effort to deliver...

  • Guest Service Representative

    1 week ago

    Houston, TX, United States Courtyard by Marriott Full time

    We're looking for friendly, positive people who love making someone's day better. Perfect for college students or for those looking for flexible part-time hours. Join a Team where smiles are part of the job! Highlights include: Flexible scheduling, competitive wages, fun Team enviroment, Marriott travel discounts, and opportunities to grow in the Hospitality...

  • Guest Service Representative

    2 weeks ago

    Houston, TX, United States Courtyard by Marriott Full time

    We're looking for friendly, positive people who love making someone's day better. Perfect for college students or for those looking for flexible part-time hours. Join a Team where smiles are part of the job! Highlights include: Flexible scheduling, competitive wages, fun Team enviroment, Marriott travel discounts, and opportunities to grow in the Hospitality...

  • Guest Service Representative

    6 days ago

    Houston, TX, United States Courtyard by Marriott Full time

    We're looking for friendly, positive people who love making someone's day better. Perfect for college students or for those looking for flexible part-time hours. Join a Team where smiles are part of the job! Highlights include: Flexible scheduling, competitive wages, fun Team enviroment, Marriott travel discounts, and opportunities to grow in the Hospitality...

  • Guest Services Agent

    2 days ago

    Houston, TX, United States Marriott Full time

    Additional Information Job Number 25168120 Job Category Rooms & Guest Services Operations Location The Westin Galleria Houston, 5060 West Alabama, Houston, Texas, United States, 77056 Schedule Full Time Located Remotely? N Position Type Non-Management POSITION SUMMARY Join our team at The Westin Galleria Houston, where your focus will be on providing...

  • Guest Services Agent

    6 days ago

    Houston, TX, United States Marriott Full time

    Additional Information Job Number 25168120 Job Category Rooms & Guest Services Operations Location The Westin Galleria Houston, 5060 West Alabama, Houston, Texas, United States, 77056 Schedule Full Time Located Remotely? N Position Type Non-Management POSITION SUMMARY Join our team at The Westin Galleria Houston, where your focus will be on providing...

  • Guest Service Expert

    2 days ago

    Houston, TX, United States Beautique Tanglewood Full time

    Beautique Day Spa and Salon is seeking licensed, motivated, and customer-focused Service Providers to join our dynamic and growing team. This listing covers multiple positions, including Hair Stylists, Associates, Estheticians, and Massage Therapists. Whether you're just beginning your career or are an experienced professional, we offer the structure,...

  • Guest Service Expert

    1 week ago

    Houston, TX, United States Beautique Tanglewood Full time

    Beautique Day Spa and Salon is seeking licensed, motivated, and customer-focused Service Providers to join our dynamic and growing team. This listing covers multiple positions, including Hair Stylists, Associates, Estheticians, and Massage Therapists. Whether you're just beginning your career or are an experienced professional, we offer the structure,...

  • Guest Service Expert

    4 days ago

    Houston, TX, United States Beautique Tanglewood Full time

    Beautique Day Spa and Salon is seeking licensed, motivated, and customer-focused Service Providers to join our dynamic and growing team. This listing covers multiple positions, including Hair Stylists, Associates, Estheticians, and Massage Therapists. Whether you're just beginning your career or are an experienced professional, we offer the structure,...