Guest Services Manager

Hendrickvwofconcord; Merriam (KS); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Guest Services Manager to lead a team dedicated to providing exceptional customer experiences. This role involves overseeing training, managing event logistics, and enhancing brand presence through social media engagement. The ideal candidate will have a passion for hospitality and a knack for problem-solving in fast-paced environments. Join a company that values servant leadership, teamwork, and a commitment to customer enthusiasm, where your contributions will significantly impact guest satisfaction and loyalty.

Qualifications

• 3-5 years of customer service experience with supervisory responsibilities.
• Intermediate computer skills, particularly in Microsoft Office.

Responsibilities

• Oversee training and supervision of Guest Services Representatives.
• Ensure delivery of excellent customer service and maintain employee relations.

Skills

Customer Service Leadership

Problem Solving

Event Management

Social Media Engagement

Data Analysis

Education

GED

High School Diploma

Associate Degree

Bachelor Degree

Tools

Microsoft Office

CRM Software

Job description

Hendrick Toyota Merriam

Location: 9505 W. 67th St, Merriam, Kansas 66203

Summary: Skilled in customer service leadership, problem solving, and fostering positive guest interactions while managing both in person and digital touchpoints. Guest Services Manager with expertise in event management and social media. Responsible for ensuring exceptional guest experiences, coordinating event logistics, and overseeing social media engagement to enhance brand presence. Adept at developing strategic initiatives that drive attendance, increase customer loyalty, and create memorable experiences. Passionate about hospitality, digital engagement, and operational excellence in fast-paced environments.

Supervisory Responsibilities: This job has direct supervisory responsibilities.

Essential Duties and Responsibilities include the following:

• Oversees training and supervision of Guest Services Representatives.
• Works closely with upper management and Human Resource in hiring and discipline decisions.
• Works closely with department managers to ensure customer satisfaction.
• Ensures delivery of excellent customer service to customers.
• Prepares the department schedule.
• Maintains effective employee relations.
• Supports Variable operations through accurate recording of walk-in and phone traffic.
• Completes reports that contain critical metrics that help the dealership management team manage key objectives.
• Management of administrative functions of the sales department.
• Provides new hire CRM training.
• Ability to analyze data and give insight to the team and dealership management regarding areas for improvement.
• Attends required manager’s meetings.
• Maintains CSI at or above Company standards.
• Maintains an organized, clean and safe work area.
• Participates in required training.
• Records all hours worked accurately in company timekeeping system.
• Follows Safeguards rules and regulations.
• Demonstrates the Company’s Core Values.
• Complies with Company policies and procedures.
• Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with medical conditions to perform the essential functions.

Desired Education:

• GED
• High School Diploma
• √ Associate Degree
• Bachelor Degree
• Master Degree
• Doctorate Degree

Field of Study/Work Experience:

• Accounting
• √ Automotive
• Business
• Human Resources
• Information Technology

Desired Work Experience:

• up to 3 years
• √ 3-5 years
• 5+ years

Education/Experience: Previous customer service experience. Prior supervisory experience preferred.

Certificates and Licenses:

• √ Valid Driver’s License
• Automobile Salesperson License

Computer Skills: Intermediate Computer skills with Microsoft Office products. Intermediate ability to learn software applications utilized in operations.

Communication Skills: Ability to understand and follow instructions. Ability to communicate effectively with customers and company personnel.

Attendance Expectations: The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays.

Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; and sit.

Environment Demands: Duties are performed throughout the premises, both indoors and outdoors. Due to the nature of the position, employee may be exposed to various work environments and required to perform a variety of tasks. Work includes frequent movement around the company facilities and the outdoor car lot to interact with customers and other departments. Work involves continual contact and interaction with guests and dealership personnel.

Verbal and Writing Ability: Ability to read and comprehend instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers and other employees.

Math Ability: Ability to add, subtract, multiply and divide.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions. Ability to deal with standardized situations.

Core Values: To perform the job successfully, an individual should demonstrate the following Core Values:

• Servant Leadership: Servant Leaders consciously put the needs of others before their own, because to serve people is to value them.
• Teamwork through Trust & Respect: Diversity is strength, and when we trust and respect one another we can work as a team to achieve at a high level.
• Integrity: Being honest and transparent with people, in an effort to do the right thing within the letter and spirit of the law, drives every action we take and every decision we make.
• Commitment to Customer Enthusiasm: Every day we recommit ourselves to the customer experience, and we are empowered to exceed the expectations of our customers.
• Passion for Winning: Hendrick’s tradition of winning is based on the idea of striving to be the best, not the biggest, and is therefore defined by how we treat our people.
• Accountability at All Levels: Taking ownership of our actions and our decisions allows us to grow as individuals, and support each other as a team.
• Commitment to Continuous Improvement: Every day we soften our hearts as well as our egos, in order to seek out and improve upon areas of opportunity within ourselves and our team.

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor. This job description is subject to revision at the discretion of the company.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit [Link available when viewing the job].