What does a guest services leader do?
Guest services leaders are professionals who manage a team of guest service representatives who help hotel guests get the service they need as well as accommodate their requests. These professionals are required to manage front desk operations as well as cater to their guests' reservations and transportation needs. They must inspect guest rooms and public areas for cleanliness and appearance to ensure excellent guest satisfaction. Guest service leaders must also train and provide professional development for all hotel employees.
Guest services leader responsibilities
Here are examples of responsibilities from real guest services leader resumes:
- Manage crew by utilizing professional leadership skills.
- Train all new hires on proper phone handling, POS program, guest interactions, and hospitality.
- Provide case management and document individual treatment plans using DMH documentation format, daily supervision of adolescents and provide crisis intervention.
- Apply knowledge of bean varieties, roasts, and popular drinks to guide customers to selections, upselling where possible.
- Encourage customers to try new products providing for upselling opportunities.
Guest services leader skills and personality traits
We calculated that 36% of Guest Services Leaders are proficient in Greeting Guests, Cleanliness, and Customer Complaints. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Guest Services Leaders that have these skills listed on their resume here:
- Greeting Guests, 36%
Represented Knott's by greeting guests on their way in for the first time.
- Cleanliness, 33%
Provide great customer service Cash handling experience Maintain cleanliness of work area
- Customer Complaints, 4%
Responded to customer complaints/incidents using the proper policies and procedures.
- Develop Team, 4%
Lead and further develop team members.
- Customer Service, 4%
Initiated new model for creating positive family experience by collaborating with clinical staff and ancillary departments to provide customer service excellence.
- Customer Satisfaction, 4%
Perform other important duties to ensure productive operations, quality service and customer satisfaction.
Most guest services leaders use their skills in "greeting guests," "cleanliness," and "customer complaints" to do their jobs. You can find more detail on essential guest services leader responsibilities here:
Communication skills. To carry out their duties, the most important skill for a guest services leader to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Guest services leaders often use communication skills in their day-to-day job, as shown by this real resume: "led analytical and communication efforts supporting executive leadership and the board of directors for key strategic initiatives and investor communication. "
Customer-service skills. Another skill that relates to the job responsibilities of guest services leaders is customer-service skills. This skill is critical to many everyday guest services leader duties, as "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This example from a resume shows how this skill is used: "install promotional signage as a guest service leader 2, i was responsible for all store operations during my shift. "
Interpersonal skills. For certain guest services leader responsibilities to be completed, the job requires competence in "interpersonal skills." The day-to-day duties of a guest services leader rely on this skill, as "representatives should be able to create positive interactions with customers." For example, this snippet was taken directly from a resume about how this skill applies to what guest services leaders do: "develop interpersonal relationships with customers in order to provide excellence in guest relations. "
Listening skills. Another common skill required for guest services leader responsibilities is "listening skills." This skill comes up in the duties of guest services leaders all the time, as "representatives must listen carefully to ensure that they understand customers in order to assist them." An excerpt from a real guest services leader resume shows how this skill is central to what a guest services leader does: "listened to and resolved guest complaints regarding services, products, personnel. "
Patience. Another skill commonly found on guest services leader job descriptions is "patience." It can come up quite often in guest services leader duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day guest services leader responsibilities: "assisted customers with good communication and listening skills, as well as patience. "
The three companies that hire the most guest services leaders are:
- McDonald's5,247 guest services leaders jobs
- Altar'd State89 guest services leaders jobs
- Kwik Trip51 guest services leaders jobs
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Compare different guest services leaders
Guest services leader vs. Front end manager
A front end manager is responsible for monitoring the retail sales department's operations, evaluating the performance of retail staff, and ensuring that the team meets the highest quality service and customer satisfaction. Front end managers respond to customers' inquiries and concerns, handle high-level complaints, develop sales strategies and techniques to boost sales, improve profitability, analyze financial reports and cash management systems, and identify business opportunities. A front-end manager must have excellent analytical and leadership skills in overseeing daily operations and efficiently leading the team.
While similarities exist, there are also some differences between guest services leaders and front end manager. For instance, guest services leader responsibilities require skills such as "kids," "greeting guests," "develop team," and "leadership." Whereas a front end manager is skilled in "end loaders," "loaders," "loss prevention," and "flyers." This is part of what separates the two careers.
Front end managers earn the highest salaries when working in the retail industry, with an average yearly salary of $36,606. On the other hand, guest services leaders are paid more in the media industry with an average salary of $35,939.The education levels that front end managers earn slightly differ from guest services leaders. In particular, front end managers are 1.0% more likely to graduate with a Master's Degree than a guest services leader. Additionally, they're 0.1% more likely to earn a Doctoral Degree.Guest services leader vs. Guest relations manager
Guest relations managers are in charge of providing an immaculate, professional, superior, and top-quality guest service experience. Their tasks include assessing customers' feedback and providing strategic management to continuously enhance the general rating. Also, the answer to the needs of the guests and predict the unexplicit ones. Additionally, they direct a guest relation team to make sure compliance with standards and operating protocols are implemented. Guest relations managers should be able to communicate well, resolve problems efficiently, and has strong leadership as well as a sense of responsibility skills.
Each career also uses different skills, according to real guest services leader resumes. While guest services leader responsibilities can utilize skills like "kids," "greeting guests," "cleanliness," and "develop team," guest relations managers use skills like "resorts," "front desk operations," "guest rooms," and "guest feedback."
On average, guest relations managers earn a higher salary than guest services leaders. Some industries support higher salaries in each profession. Interestingly enough, guest relations managers earn the most pay in the hospitality industry with an average salary of $57,429. Whereas guest services leaders have higher pay in the media industry, with an average salary of $35,939.Average education levels between the two professions vary. Guest relations managers tend to reach similar levels of education than guest services leaders. In fact, they're 3.8% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Guest services leader vs. Team leader/supervisor
A team leader or supervisor is an individual who leads and supervises a workgroup's functionality through instructions and guidance in an organization. Team leaders provide support to staff members by way of coaching and skills development. They are responsible for preventing and resolving conflicts among staff members by setting ground rules and assigning tasks properly. They also organize team meetings and report the progress of a project to the management. Since they lead a workforce, team leaders must possess excellent verbal communication skills and have a great work ethic.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from guest services leader resumes include skills like "kids," "greeting guests," "cleanliness," and "develop team," whereas a team leader/supervisor is more likely to list skills in "safety procedures," "quality standards," "process improvement," and "continuous improvement. "
Team leader/supervisors typically earn similar educational levels compared to guest services leaders. Specifically, they're 4.1% more likely to graduate with a Master's Degree, and 0.4% more likely to earn a Doctoral Degree.Guest services leader vs. Front end lead
Front end leads are skilled professionals who work at retail stores to provide assistance in proper store operation as well as leadership to assigned personnel. These leads must ensure that the functions of the store's sales floor are running smoothly and effectively while providing excellent and efficient customer service. They are required to help train and develop store employees to perform a variety of production and retail duties. Front end leads must also maintain the store area by cleaning glass cases, straightening the cash register area, and stocking the area with supplies.
Types of guest services leader
Updated January 8, 2025
