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Guest services manager skills for your resume and career

Updated January 8, 2025
5 min read
Quoted experts
Dr. Timothy Edwards,
Jaunelle Celaire
Guest services manager example skills
Below we've compiled a list of the most critical guest services manager skills. We ranked the top skills for guest services managers based on the percentage of resumes they appeared on. For example, 13.4% of guest services manager resumes contained reservations as a skill. Continue reading to find out what skills a guest services manager needs to be successful in the workplace.

15 guest services manager skills for your resume and career

1. Reservations

Here's how guest services managers use reservations:
  • Analyze resort inventory requirements and assure that all reservations and other requests are accommodated to the highest efficiency levels possible.
  • Viewed evening arrivals for duplicate reservations to avoid inaccurate no-show billings and maximize opportunities to sell all available rooms.

2. Excellent Guest

Here's how guest services managers use excellent guest:
  • Foster a culture of excellent guest service among Front Desk, Switchboard, Hot Shot and Supervisor positions.
  • Supervised up to 25 employees each shift and assured an excellent Guest and Team Member experience.

3. Front Desk Operations

Front Desk Operations refer to the actions and responsibilities typically found in a customer service or host role. The person at the front desk is the main face of a particular company or office, and therefore is expected to be professional, courteous, and patient with any clients or customers who enter the office. Other roles responsibilities may include answering the phone, handling all in- and outbound mail, and answering client questions.

Here's how guest services managers use front desk operations:
  • Plan and facilitate operational meetings to further improve front desk operations.
  • Functioned as the hotel manager on duty managing customer issues, emergency situations and overall supervision of front desk operations.

4. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how guest services managers use payroll:
  • Improved communication between management and employees by developing a department system for scheduling and payroll, and resolving conflicts positively.
  • Assisted the general manager with revenue management and keeping departmental payroll within the budgeted forecast.

5. Guest Satisfaction

Here's how guest services managers use guest satisfaction:
  • Demonstrated ability to impact guest satisfaction by providing exceptional follow-up, leading to increased number or repeat guests at Coronado Springs.
  • Provided effective problem resolution, securing guest satisfaction in escalated situations while maintaining the hotel's integrity and minimizing financial loss.

6. Cleanliness

Here's how guest services managers use cleanliness:
  • Managed daily activities in Housekeeping Department; prepared and distributed assignment sheets to housekeeping staff and inspected rooms for cleanliness.
  • Performed daily quality assurance inspections of lobbies and Club Living Room to identify deficiencies with cleanliness and overall maintenance.

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7. Night Audit

A night audit is conducted at the end of every day to determine the daily sales and revenue taken in. This process is frequently found in companies offering hospitality services, such as hotels and restaurants. Night audits also help managers confirm that any accounting conducted by the front desk is accurate, regardless of whether this system is done by hand or automated.

Here's how guest services managers use night audit:
  • Covered and performed Night Auditor duties on several occasions whenever necessary.
  • Worked with night auditor to insure accurate nightly reconciliation.

8. POS

POS is an abbreviation of "Point of Sale" which is the time and place where a customer completes a transaction. It can either be a physical shop that consists of POS terminals or a virtual shop. A POS system helps simplify the retail functions and track important sales data.

Here's how guest services managers use pos:
  • Handled all cash and credit transactions through a computer POS system.
  • Receive and process payments for customers using POS hardware and software.

9. Cash Handling

Here's how guest services managers use cash handling:
  • Performed all managerial duties related to proper restaurant functionality including cash handling and all opening/closing procedures.
  • Adhered to cash handling and reconciliation procedures in accordance with facility policies and procedures.

10. Emergency Procedures

Here's how guest services managers use emergency procedures:
  • Maintain procedures for credit control and handling of financial transaction, security of monies, guest security and emergency procedures.
  • Hire, supervise and train front desk agents regarding all aspects of the hotel and emergency procedures.

11. Guest Complaints

Here's how guest services managers use guest complaints:
  • Received recognition and commended by corporate counsel and operation manager on specialized letters crafted to address more serious guest complaints.
  • Handled departmental-related guest complaints and request and ensured corrective action are taken.

12. Exceptional Guest

Here's how guest services managers use exceptional guest:
  • Monitor and ensure exceptional food quality and presentation while continually working to ensure exceptional Guest Service.
  • Develop, manage and train guest service programs with emphasis on providing exceptional guest service to new and repeat players.

13. Front End

Here's how guest services managers use front end:
  • Provided leadership to the Front End team members by continually monitor service levels at the checkout lanes and service desk.
  • Front end manager over four departments, counted cash drawers, made daily schedules, handled customer issues and complaints.

14. Front Office Operations

Here's how guest services managers use front office operations:
  • Developed and established a manual of standard operating procedures for all front office operations.
  • Manage day to day front office operations including inventory and financial profitability.

15. Guest Relations

Here's how guest services managers use guest relations:
  • Developed and implemented new computer software for guest group registration resulting in dramatic time-savings and improved guest relations.
  • Hired and trained patient and guest services, volunteer, and Family Library staffs in guest relations skills and customer service.
top-skills

What skills help Guest Services Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on guest services manager resumes?

Dr. Timothy EdwardsDr. Timothy Edwards LinkedIn profile

Professor, Interim Director, University of Arkansas at Little Rock

Writing and research skills. Analytical and critical thinking skills. Technical skills such as web design, graphic design, audio and video production skills. Employers are interested in potential employees knowledge, intelligence and skills.

What guest services manager skills would you recommend for someone trying to advance their career?

Jaunelle Celaire

Chair, Professor of Voice, University of Alaska Fairbanks

Never stop learning! This may consist of going back to school, earning new certifications in your field of study, attending conferences and seminars, and making sure that your time management is always at its finest level of excellence.
Do you want to know more?
Read more about what experts have to say about guest services manager

List of guest services manager skills to add to your resume

Guest services manager skills

The most important skills for a guest services manager resume and required skills for a guest services manager to have include:

  • Reservations
  • Excellent Guest
  • Front Desk Operations
  • Payroll
  • Guest Satisfaction
  • Cleanliness
  • Night Audit
  • POS
  • Cash Handling
  • Emergency Procedures
  • Guest Complaints
  • Exceptional Guest
  • Front End
  • Front Office Operations
  • Guest Relations
  • Hotel Guests
  • Room Inventory
  • Performance Reviews
  • PBX
  • Guest Issues
  • Hotel Operations
  • Customer Complaints
  • Guest Rooms
  • Hotel Policies
  • HR
  • VIP
  • Bank Deposits
  • PMS
  • Guest Expectations
  • Training Programs
  • Hotel Services
  • Revenue Management
  • Disciplinary Actions
  • Quality Guest
  • Direct Reports
  • Performance Evaluations
  • Labor Costs
  • Guest Inquiries
  • AAA
  • Room Revenue
  • IHG
  • Cash Drawers
  • Inventory Control
  • Fine Dining
  • Customer Issues
  • Group Reservations
  • Marriott
  • Room Hotel
  • Customer Inquiries

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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