Guest Services Manager: Elevate Guest Experience

Socket.dev; Covington (KY); On-site; USD 45,000 - 65,000; Full time

Job summary

Socket.dev in Covington, KY seeks a Guest Services Manager to oversee the entire Guest Services department, supervising AM and PM Supervisors and ensuring exceptional guest experiences while upholding brand standards.

You will manage staffing, training, and scheduling, coach teams, handle escalations, and collaborate with Front Office leadership to optimize operations. This exempt role requires strong leadership, communication, and a guest-first mindset.

Qualifications

• Strong leadership and team development skills.
• Excellent communication and problem-solving abilities.
• Proven ability to deliver exceptional guest service and manage escalated situations.
• Flexible schedule including evenings, weekends, and holidays.

Responsibilities

• Oversee daily operations of the Guest Services department and maintain high service standards.
• Directly supervise AM and PM Guest Services Supervisors with coaching and performance management.
• Ensure policies and brand standards are followed by all staff.
• Monitor guest satisfaction and implement strategies to improve experiences.
• Collaborate with Front Office leadership to address challenges and opportunities.
• Develop and update training programs for Guest Services staff.

Skills

Leadership

Communication

Problem-solving

Staff development

Coaching

Tools

PMS proficiency

Job description

Socket.dev in Covington, KY seeks a Guest Services Manager to oversee the entire Guest Services department, supervising AM and PM Supervisors and ensuring exceptional guest experiences while upholding brand standards.

You will manage staffing, training, and scheduling, coach teams, handle escalations, and collaborate with Front Office leadership to optimize operations. This exempt role requires strong leadership, communication, and a guest-first mindset.