Guest Services Manager

160 Ted Turner Driver LLC; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Team member hotel discount

Health, Dental, Vision, Life Insurance

Paid PTO

401k with employer match

Daily Pay

Tuition Reimbursement

Food and Beverage Discounts

Job summary

Valor Hospitality in the United States seeks an experienced leader to oversee all guest-related operations, including directing the front desk and coordinating with housekeeping to deliver exceptional service.

You will manage staff schedules, train employees, monitor bookings and check-ins, handle inquiries and complaints, and implement policies to continually improve guest experiences.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• 3-5 years of guest services or related leadership experience.
• Excellent communication, interpersonal, problem-solving and decision-making skills.
• Strong organizational abilities.

Responsibilities

• Resolve and respond to guest complaints in a timely, professional manner.
• Manage front desk staff schedules and coordinate with housekeeping.
• Monitor bookings, check-in/check-out, and VIP/group guest requirements.
• Prepare reports on guest incidents and performance for leadership.
• Provide coaching to associates and ensure service standards.
• Assist with budget preparation and labor cost management.

Skills

Guest services

Staff management

Communication skills

Budgeting

Customer service

Education

Bachelor's degree in Hospitality Management or related field

Job description

COMPANY OVERVIEW

At Valor, we are passionate Hotelitarians-driven, detail-obsessed professionals who go beyond service to deliver true hospitality. With a global perspective and a commitment to thoughtful hospitality and sustainable dining, we bring enthusiasm, creativity, and local flair to every property we support. We seek individuals who value relationships, embrace high standards, and create meaningful experiences for guests, teams, and owners alike. If you're someone who notices the little things and strives to make a lasting impact, you'll thrive here. Please visit http://www.valorhospitality.com to learn more about our existing hotels, other exciting job opportunities and our company.

POSITION PROFILE

Responsible for overseeing all guest-related operations, including managing the front desk staff, ensuring a high level of guest satisfaction, and handling inquiries and complaints. Key duties include managing staff schedules, coordinating with other hotel departments like housekeeping, training employees, and implementing policies to improve guest experiences. They also monitor bookings, manage check-in/check-out procedures, and ensure all guest needs are met professionally.

ESSENTIAL RESPONSIBILITIES

Resolve and react to guest complaints, needs or concerns and ensure all guests receive appropriate responses in a timely and professional manner, anticipate potential problems by reviewing and monitoring complaints logs and records, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc. Determine the requirements for, and monitor special groups, guests and all VIPs. Keep accurate logs, analyze statistics and prepare reports and communications for Department Leaders on guest incidents, hospitality audits/service excellence standards, management roster, emergency procedures, staffing issues, potential safety hazards, and other pertinent information regarding department operations. Follow up regularly with Department Leaders regarding the Guest Response process and the performance of their department responsibilities along with the department's function. Communicate daily with manager and evening management to assure consistency and pass -on of pertinent information. Ensure support areas are functioning correctly and communicate to staff. Prepares associate schedules and implements training and procedures to ensure a seamless and enhanced guest arrival and departure experience. Prepares and/or contributes to the budget process. Ensures labor and direct expenses are met based on forecast/budget guidelines established. Provides continuous coaching to associates and leadership to ensure success. Ability to rally and redirect a team to find creative solutions to guest challenges. Communicate to both, guests and fellow associates, professionally and positively.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Education: A bachelor's degree in Hospitality Management or a related field is often preferred. Experience: 3-5 years of experience in a guest services or similar role, with proven leadership experience. Skills: Excellent communication, interpersonal, problem-solving, and decision-making skills are essential. Strong organizational skills are also required.

PHYSICAL DEMANDS

Ability to stand for extended periods of time. Lift, pull, push, bend, and move items to support the hotel and outlets.

BENEFITS PACKAGE

Competitive Salary Daily Pay! Team Member Hotel Discount Program Uniforms Provided for most positions Benefits - Health, Dental, Vision, Life Insurance, and other supplemental options Paid PTO 401k with employer match Food and Beverage Discounts Tuition Reimbursement

We are a global hospitality management company who partner with internationally renowned brands to deliver the full commercial potential of our hotels. Here in the US, we operate 25 properties and have ambitious development and growth plans. Our mission to go beyond hospitality by creating memorable experiences and lasting connections with our guests. It's our uncomprising passion for outstanding service that makes us who we are. At the core of this philosophy is our people. Our culture runs on passion, enthusiasm and fun. We love what we do! We set the bar high and we are relentless in our pursuit to re-define hospitality.