Guest Services Manager

Horizon Hospitality Associates, Inc.; St. Louis (MO); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401(k) retirement plan

Paid time off

Job summary

Horizon Hospitality Associates, Inc. in St. Louis, MO, is seeking an empathetic, organized client-care professional to join our on-site team.

This high-visibility role leverages hospitality skills in a corporate setting with regular hours (Mon-Fri, 9am-5pm) and holidays off, offering stability, strong compensation, and opportunities for growth. Responsibilities include proactive client outreach, issue resolution with leadership, maintaining logs, and establishing SOPs.

Qualifications

• Background in guest services, client relations, or luxury hospitality management.
• Strong communication and empathy in high-stakes client interactions.
• Ability to establish processes and track service metrics.

Responsibilities

• Conduct proactive client outreach to keep individuals informed and supported.
• Monitor interactions and logs to ensure high-quality service across the firm.
• Resolve client concerns empathetically, elevating sensitive matters with leadership when needed.
• Track feedback and review trends to drive continuous improvements.
• Establish SOPs, reporting structures, and accountability for client communications.
• Maintain complete documentation of all client interactions and resolutions.

Skills

Guest services

Client relations

Customer success

Luxury hospitality

Emotional intelligence

Job description

A premier professional services firm in the St. Louis area is seeking an empathetic, dedicated, and organized professional to step into a high-visibility client care role. This on-site opportunity offers an exceptional chance for top-tier hospitality managers, guest experience specialists, and high-end client relations experts to transfer their hospitality skills into a vibrant corporate environment with set, stable business hours (M-F, 9a - 5p) and holidays off. Known for providing exemplary service and advocating fiercely for individuals during pivotal life moments, this firm offers a supportive team culture, solid job stability, a strong compensation structure, and long-term career growth.

Position Responsibilities

• Conduct proactive client outreach across the life of each account to ensure every individual feels supported, informed, and cared for
• Monitor client interactions and communication logs to identify potential service gaps, maintaining high-quality assurance across the firm
• Address and resolve client concerns empathetically, working closely with executive leadership to elevate sensitive matters when needed
• Track client feedback and review trends using internal CRM and case management platforms to drive continuous service improvements
• Establish standard operating procedures, reporting structures, and accountability metrics for client communications
• Maintain complete documentation of all client interactions, follow-ups, and resolution processes

Position Requirements

• Strong background in guest services, client relations, customer success, high-end retail, or luxury hospitality management (such as Front Desk Manager, Guest Relations Manager, Concierge, or Operations Supervisor)
• Exceptional emotional intelligence with a proven track record of handling sensitive client interactions with empathy and diplomacy
• Demonstrated ability to create structured processes, track metrics, and hold team members accountable to service standards
• Excellent verbal communication skills, active listening, and comfort conducting 95% of client engagements by phone.
• Strong organizational skills and proficiency with technology, CRM platforms, and reporting tools
• Local availability for a 100% in-office role in St. Louis, MO

Compensation Package Details

• Base Salary: $75,000 – $85,000 annually (commensurate with experience)
• Bonus Potential: Discretionary year-end bonus based on performance and firm profitability
• Health Benefits: Comprehensive health, vision, and dental insurance. Health benefits active the 1st of the month following 30 days
• 401(k) Retirement Plan: Safe Harbor 401(k) plan with up to 4% match after 90 days of employment
• Paid Time Off: 120 hours (15 days) annually
• Work Schedule: 100% in-office, Monday – Friday, 9:00 AM – 5:00 PM, holidays off

Only qualified candidates will be contacted.