Escalations manager vs guest services manager

The differences between escalations managers and guest services managers can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both an escalations manager and a guest services manager. Additionally, an escalations manager has an average salary of $95,457, which is higher than the $46,930 average annual salary of a guest services manager.

The top three skills for an escalations manager include escalation management, technical support and customer support. The most important skills for a guest services manager are reservations, excellent guest, and front desk operations.

Escalations manager vs guest services manager overview

	Escalations Manager	Guest Services Manager
Yearly salary	$95,457	$46,930
Hourly rate	$45.89	$22.56
Growth rate	-	6%
Number of jobs	53,187	105,188
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 57%	Bachelor's Degree, 58%
Average age	47	47
Years of experience	6	6

What does an escalations manager do?

An escalations manager is an individual who is in-charged in dealing with and resolving customer escalations while maintaining a strong relationship with the customer. The essential skills that an escalations manager should possess to accomplish his/her or her responsibilities include excellent technical and customer service skills. The requirements to qualify for the position include prior work experience related to the field and possess a bachelor's or associate degree in business, management, communication, or a related discipline.

What does a guest services manager do?

A guest services manager is responsible for managing guest needs and front desk operations, ensuring the highest customer satisfaction. Guest services managers monitor staff performance, develop strategies and services to maximize productivity, and drive more revenues and profitability. They also resolve guests' complaints, providing service replacements or payment refunds as needed. They ensure the safety and security of all the facilities and amenities, including inventories and stock supplies' adequacy. A guest services manager must have excellent communication and leadership skills to handle operations efficiently.

Escalations manager vs guest services manager salary

Escalations managers and guest services managers have different pay scales, as shown below.

	Escalations Manager	Guest Services Manager
Average salary	$95,457	$46,930
Salary range	Between $71,000 And $126,000	Between $34,000 And $63,000
Highest paying City	Seattle, WA	New York, NY
Highest paying state	Washington	New York
Best paying company	Google	InterContinental Hotels Group Resources, Inc.
Best paying industry	Technology	Hospitality

Differences between escalations manager and guest services manager education

There are a few differences between an escalations manager and a guest services manager in terms of educational background:

	Escalations Manager	Guest Services Manager
Most common degree	Bachelor's Degree, 57%	Bachelor's Degree, 58%
Most common major	Business	Business
Most common college	California State University - Bakersfield	Cornell University

Escalations manager vs guest services manager demographics

Here are the differences between escalations managers' and guest services managers' demographics:

	Escalations Manager	Guest Services Manager
Average age	47	47
Gender ratio	Male, 55.4% Female, 44.6%	Male, 44.0% Female, 56.0%
Race ratio	Black or African American, 10.6% Unknown, 4.7% Hispanic or Latino, 18.1% Asian, 5.2% White, 60.8% American Indian and Alaska Native, 0.6%	Black or African American, 10.2% Unknown, 4.7% Hispanic or Latino, 18.2% Asian, 5.2% White, 61.1% American Indian and Alaska Native, 0.6%
LGBT Percentage	8%	8%

Differences between escalations manager and guest services manager duties and responsibilities

Escalations manager example responsibilities.

Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
Insert insurance and patient demographics, verify Medicaid and Medicare.
Verify member insurance eligibility for Medicare, CMO, and other Medicaid benefit plans.
Monitor agents phone calls then set individual AHT.
Point of contact for adding internal users to CRM software and troubleshooting.
Develop bonus structures and are in charge of payroll for multiple projects.

Guest services manager example responsibilities.

Maintain, troubleshoot, and manage the hotel's property management systems (PMS) and other computer networks and software.
Manage Sarbanes-Oxley application compliance requirements.
Manage facility procedures relate to insurance and billing and solve patients' queries regarding their insurance renewal and expiry.
Develop VIP recognition program to create lasting memories with the resorts group and leisure VIPs.
Full knowledge of resorts' rooms and venues.
Ensure compliance with Sarbanes-Oxley by complying with internal audit requests.

Escalations manager vs guest services manager skills

Common escalations manager skills

Escalation Management, 12%
Technical Support, 10%
Customer Support, 8%
Traction, 6%
Customer Relationships, 5%
Excellent Interpersonal, 5%

Common guest services manager skills

Reservations, 13%
Excellent Guest, 9%
Front Desk Operations, 7%
Payroll, 6%
Guest Satisfaction, 4%
Cleanliness, 4%

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Escalations Manager
Escalations Manager vs Guest Services Manager

Updated January 8, 2025

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