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.
Guest services manager responsibilities
Here are examples of responsibilities from real guest services manager resumes:
- 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.
- Explain the proper handling or ways to pet the different animals.
- Operate POS cash register to improve customer wait time and satisfaction during high traffic.
- Generate invoices from hotel PMS, verify for accuracy and send them out to customers.
- Hire, train, coach, schedule thirty five plus guest service, PBX, and concierge employees.
- Operate PBX, various computer systems simultaneously, handle cash transactions, faxing, and other various secretarial duties.
- Certify in CPR, and med passing in a CBRF, and has complete 36 hours of extra training/education.
- Provide administrative assistance to the VIP guests, including domestic and foreign business leaders, politicians, celebrities and their families.
- Perform daily room cleanliness and inventory quality control inspections.
- Assist the general manager with revenue management and keeping departmental payroll within the budgeted forecast.
Guest services manager skills and personality traits
We calculated that 13% of Guest Services Managers are proficient in Reservations, Excellent Guest, and Front Desk Operations. They’re also known for soft skills such as Communication skills, Management skills, and Time-management skills.
We break down the percentage of Guest Services Managers that have these skills listed on their resume here:
- Reservations, 13%
Analyze resort inventory requirements and assure that all reservations and other requests are accommodated to the highest efficiency levels possible.
- Excellent Guest, 9%
Foster a culture of excellent guest service among Front Desk, Switchboard, Hot Shot and Supervisor positions.
- Front Desk Operations, 7%
Plan and facilitate operational meetings to further improve front desk operations.
- Payroll, 6%
Improved communication between management and employees by developing a department system for scheduling and payroll, and resolving conflicts positively.
- Guest Satisfaction, 4%
Demonstrated ability to impact guest satisfaction by providing exceptional follow-up, leading to increased number or repeat guests at Coronado Springs.
- Cleanliness, 4%
Managed daily activities in Housekeeping Department; prepared and distributed assignment sheets to housekeeping staff and inspected rooms for cleanliness.
Most guest services managers use their skills in "reservations," "excellent guest," and "front desk operations" to do their jobs. You can find more detail on essential guest services manager responsibilities here:
Communication skills. The most essential soft skill for a guest services manager to carry out their responsibilities is communication skills. This skill is important for the role because "top executives must be able to convey information clearly and persuasively." Additionally, a guest services manager resume shows how their duties depend on communication skills: "improved customer relationship and communication by successfully handling customer complaints, and implementing monthly staff training. "
Time-management skills. Another skill that relates to the job responsibilities of guest services managers is time-management skills. This skill is critical to many everyday guest services manager duties, as "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." This example from a resume shows how this skill is used: "ensured payroll was completed on time and identified budget needs and/or reductions to appropriately allocate program funds. "
Leadership skills. A big part of what guest services managers do relies on "leadership skills." You can see how essential it is to guest services manager responsibilities because "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." Here's an example of how this skill is used from a resume that represents typical guest services manager tasks: "provided leadership and managed cast members to ensure a quality guest experience. "
Problem-solving skills. Another crucial skill for a guest services manager to carry out their responsibilities is "problem-solving skills." A big part of what guest services managers relies on this skill, since "top executives need to identify and resolve issues within an organization." How this skill relates to guest services manager duties can be seen in an example from a guest services manager resume snippet: "customized continual training in computer software, problem resolution, cash handling skills, and sales. "
The three companies that hire the most guest services managers are:
- CAVA47 guest services managers jobs
- The Fresh Market42 guest services managers jobs
- Parking Management24 guest services managers jobs
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Compare different guest services managers
Guest services manager vs. Manager on duty
A manager on duty's role is to oversee operations in a store or a particular department, ensuring efficient workflow and workforce performance. They mainly evaluate and delegate tasks among employees, arrange schedules, set goals and budget, handle issues and concerns, and impose disciplinary actions. Moreover, a manager on duty may also perform clerical tasks such as producing progress reports, processing paperwork, maintaining an inventory of supplies, reporting to supervisors, coordinating with other managers, and implementing the company's policies and standards.
There are some key differences in the responsibilities of each position. For example, guest services manager responsibilities require skills like "reservations," "excellent guest," "cleanliness," and "cash handling." Meanwhile a typical manager on duty has skills in areas such as "customer service," "safety procedures," "cpr," and "guest service." This difference in skills reveals the differences in what each career does.
Managers on duty really shine in the retail industry with an average salary of $36,308. Comparatively, guest services managers tend to make the most money in the hospitality industry with an average salary of $47,091.managers on duty tend to reach similar levels of education than guest services managers. In fact, managers on duty are 0.8% less likely to graduate with a Master's Degree and 0.1% more likely to have a Doctoral Degree.Guest services manager vs. Manager
Managers are responsible for a specific department, function, or employee group. They oversee their assigned departments and all the employees under the department. Managers are responsible that the department they are handling is functioning well. They set the department goals and the steps they must take to achieve the goals. They are also in charge of assessing the performance of their departments and their employees. Additionally, managers are responsible for interviewing prospective candidates for department vacancies and assessing their fit to the needs of the department. Managers also set the general working environment in the department, and they are expected to ensure that their employees remain motivated.
In addition to the difference in salary, there are some other key differences worth noting. For example, guest services manager responsibilities are more likely to require skills like "reservations," "excellent guest," "front desk operations," and "cleanliness." Meanwhile, a manager has duties that require skills in areas such as "customer service," "food safety," "financial statements," and "management." These differences highlight just how different the day-to-day in each role looks.
Managers earn a higher average salary than guest services managers. But managers earn the highest pay in the finance industry, with an average salary of $71,781. Additionally, guest services managers earn the highest salaries in the hospitality with average pay of $47,091 annually.Average education levels between the two professions vary. Managers tend to reach similar levels of education than guest services managers. In fact, they're 2.4% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Guest services manager vs. Team manager
Team managers primarily manage the daily activities of their members. Their role includes setting targets, implementing guidelines, and supporting employees to solve any issues that may arise. It is their duty to make sure that the team's objectives are fully understood by all members and that they work closely to fulfill them. They must ensure that all of their members are working towards a common goal through constant monitoring. To manage the team, they may utilize certain principles, such as the SMART principle. They also train members to see to it that their goals are distinct, measurable, attainable, and timely.
The required skills of the two careers differ considerably. For example, guest services managers are more likely to have skills like "reservations," "front desk operations," "guest satisfaction," and "cleanliness." But a team manager is more likely to have skills like "patients," "taking care," "project management," and "performance management."
Most team managers achieve a similar degree level compared to guest services managers. For example, they're 4.8% more likely to graduate with a Master's Degree, and 0.6% more likely to earn a Doctoral Degree.Guest services manager vs. Support manager
A support manager is responsible for developing strategic technical solutions to improve business performance for client satisfaction and improve revenues. Support managers must have excellent knowledge of the technical processes and disciplines, as well as business systems in handling the information networks and systems of the company. They should have a strong command of system codes and technology programming, as well as software and hardware applications in identifying other possible business opportunities and assisting the staff with any inconsistencies in the process.
Types of guest services manager
Updated January 8, 2025
