Guest Service Manager

PERG online; Dallas, Northern (TX, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

PERG online in Dallas is seeking a Guest Services Operations Manager to oversee Bell Services, Front Door, Concierge and Valet operations, ensuring top-tier guest experience and smooth day-to-day workflows.

You will manage staff scheduling, payroll processing, training, performance evaluations, and liaison with Reservations and Housekeeping to exceed guest expectations while maintaining safety, grooming, and company standards.

Qualifications

• Must be able to stand and exert mobility for up to 4 hours.
• Ability to lift up to 70 lbs and push 250 lbs.
• Strong communication and guest service skills.
• Willing to pass drug screen and MVR background check.

Responsibilities

• Oversee Bell Services, Front Door, Concierge and Valet operations.
• Write weekly department schedules and coordinate drives.
• Manage payroll for department staff.
• Ensure guest interactions are courteous and expeditious.
• Collaborate with Reservations and Housekeeping to exceed expectations.
• Lead staff training and development; evaluate performance.
• Monitor safety, grooming standards, and parking policies.
• Assist with hiring and coaching when Guest Service Manager is absent.

Skills

Mobility

Lifting

Guest service

Communication

Job description

Overview:

To oversee all operational areas related to the guest experience, including Bell Services, Front Door, Concierge, and Valet, while directly managing Guest Services functions and operations.

Responsibilities:

• Conduct staff Training as needed.
• Write out weekly department schedule.
• Coordination of the front drive and transportation on the front drive.
• Conduct payroll for associates in the department.
• Manages full operations of bell, door and concierge staff.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
• Maintain continuous liaison with management, Reservations desk and Housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
• Assist in the management of team members when the Guest Service Manager is not present.
• Oversee team member training and development with emphasis on service levels provided.
• Assist with the evaluation of team members’ performance.
• Anticipate any guest service opportunities as they relate to seasonal or business changes.
• Ensure that parking policies and procedures meet expectations and established standards while maximizing profitability and minimizing financial exposure.
• Oversee activities directly related to providing parking-related services.
• Plan, direct, and assist with special event activities, coordinating with other managers and directors as required.
• Ensure proper grooming and appearance standards of all associates in accordance with established Omni guidelines.
• Be present and working on the drive during peak business periods and events.
• Assist with the hiring, training, coaching/counseling processes to ensure that performance standards are met or exceeded
• Monitor Labor on a daily basis.
• Ensure the safety and security of all vehicles and keys at all times.
• Respond to and resolve any guest or visitor complaints, vehicle claims and service discrepancies.
• Oversee the claims management process and ensure compliance to company policies and procedures.
• Ensure ongoing compliance to company safety programs and procedures.
• Review resumes on a weekly basis to ensure staffing levels align with operational needs
• Develop and oversee property-specific training to ensure that new employees are acclimated to their specific position and location/property.
• Utilize controls and systems to ensure that the financial goals of the parking operations are met or surpassed.
• Conduct daily shift briefings, and assist with the development of monthly department meetings.
• Ensure that parking areas/structures are clean, in good appearance, and maintained for the safe, efficient movement of all vehicles and pedestrians.
• Other duties as assigned.

Qualifications:

• Must be able to stand and exert well-paced mobility for up to 4 hours in length.
• Must be able to lift up to 70lbs and push 250lbs.
• Must be able to exert well-paced ability in limited space.
• Must be able to bend, stoop, squat and stretch to fulfill lifting tasks.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must be able to drive automatic and manual transmission.
• Must have and maintain a safe driving record as defined by Omni's policy.
• Must be willing to take and passa drug screen and MVR background check.