Guest Services Manager

Bowlandcenters; Orlando (FL); On-site; USD 40,000 - 70,000; Full time

Job summary

An exciting new entertainment destination is seeking a Guest Services Manager to lead the front-line guest experience. This role is pivotal in ensuring smooth operations at the front desk and managing a team dedicated to guest satisfaction. The ideal candidate will thrive in a fast-paced environment, demonstrating strong leadership and problem-solving abilities. If you are passionate about creating positive guest interactions and enjoy working in a dynamic setting, this opportunity is perfect for you. Join a vibrant team and help shape unforgettable experiences for guests at this innovative venue.

Qualifications

• 2-4 years of experience in guest services or hospitality management.
• Strong leadership and team management skills are essential.

Responsibilities

• Oversee guest services operations including front desk and reservations.
• Train and manage staff to provide exceptional service.

Skills

Leadership

Customer Service

Problem-Solving

Conflict Resolution

Communication

Interpersonal Skills

Education

Experience in Guest Services or Hospitality Management

Tools

Point-of-Sale (POS) Systems

Reservations Software

Job description

Guest Services Manager – FastTrax Fort Myers

Position: Guest Services Manager

Location: FastTrax Fort Myers, Florida

Reports To: Assistant General Manager (AGM) / General Manager

Position Overview:

FastTrax is a new construction in Fort Myers, Florida set to open Mid July. The Guest Services Manager at FastTrax Fort Myers is responsible for leading the front-line guest experience, ensuring smooth operations at the front desk, reservations, and overall customer interactions. This role requires a customer-focused leader who can drive guest satisfaction, manage a team, and oversee daily operations to create a welcoming and efficient environment.

Key Responsibilities:

1. Oversee all aspects of guest services, including front desk operations, reservations, and guest inquiries.
2. Train, mentor, and manage guest services staff to provide exceptional service and maintain company standards.
3. Ensure a seamless check-in and check-out process for all guests, including parties, events, and walk-ins.
4. Address and resolve guest concerns, complaints, and service recovery situations in a professional manner.
5. Monitor and optimize guest flow to minimize wait times and improve the overall experience.
6. Maintain accurate records of guest interactions, incidents, and feedback for continuous improvement.
7. Implement and uphold cash handling procedures and financial transactions at the front desk.
8. Collaborate with marketing and sales teams to promote memberships, gift cards, and special promotions.
9. Work with management to develop and implement guest service initiatives that enhance the overall experience.
10. Ensure compliance with company policies, safety protocols, and industry regulations.

Qualifications & Requirements:

1. Minimum of 2-4 years of experience in a guest services, front desk, or hospitality management role.
2. Strong leadership and team management skills.
3. Excellent problem-solving abilities and conflict resolution skills.
4. Ability to work in a fast-paced, high-energy environment.
5. Proficiency in point-of-sale (POS) systems, reservations software, and basic financial transactions.
6. Strong communication and interpersonal skills.
7. Must be able to work flexible hours, including nights, weekends, and holidays.
8. Experience in an entertainment or attractions venue is a plus.

Why Join FastTrax?

FastTrax Fort Myers is an exciting new entertainment destination, and the Guest Services Manager plays a key role in ensuring guests have an unforgettable experience. If you are passionate about customer service, leadership, and creating positive guest interactions, we’d love to have you on our team!