Guest Services Manager

DIRECTOR OF GUEST SERVICES at the RUSTY PARROT LODGE

About the Position 

The Guest Services Manager plays a crucial role in creating an exceptional guest experience and maintaining the hotel's reputation for excellence. Overseeing all aspects of guest accommodation, the Guest Services Manager is instrumental in maintaining the highest standards of cleanliness, comfort, and service.  

Qualifications and Skills 

As Guest Services Manager, you are in a key position at a small, luxury, family-owned iconic lodge, responsible for overseeing all aspects of the guest experience. You are a born leader who instills excellence and camaraderie in a large team. You will lead and manage all aspects of guest relations and services to ensure an unparalleled experience for our esteemed clientele. Your primary focus will be on orchestrating seamless interactions and exceeding guest expectations, embodying the essence of luxury and hospitality. Overall, the Guest Services Manager plays a crucial role in creating an exceptional guest experience and maintaining the lodge's reputation for excellence.

Core Responsibilities 

• Oversee all guest interactions, ensuring prompt, courteous, and personalized service at every touchpoint. Address guest inquiries, requests, and concerns promptly and effectively, striving to resolve issues to the guest's satisfaction. 
• Uphold brand standards and regulations while addressing issues for continuous improvement and enforcing hotel policies. 
• Develop and implement strategic initiatives to enhance guest satisfaction, loyalty, and overall experience. Collaborate with senior management to align guest service strategies with the hotel's vision and objectives. 
• Enhance guest experiences through seamless collaboration with various departments, proactive anticipation of needs, and resolution of concerns with professionalism 
• Stay updated on industry trends to innovate and create memorable moments, exceeding expectations at every opportunity. 
• Lead, mentor, and inspire a team of guest service professionals, including concierge staff, front desk agents, and guest relations personnel. Foster a culture of excellence, teamwork, and continuous improvement. 
• Foster strong relationships with other departments, such as housekeeping, food and beverage, and maintenance, to ensure seamless coordination and delivery of services. Collaborate cross-functionally to anticipate and address guest needs proactively. 
  

Requirements 

• Knowledge of industry trends, best practices, and emerging technologies in guest services and hospitality. 
• Proven leadership abilities, with a track record of successfully leading teams and achieving operational excellence. 
• Strong interpersonal and communication skills, with the ability to interact effectively with the leadership team, other departments, staff and guests. 
• Detail-oriented, organized, and able to multitask in a fast-paced environment. 
• Ability to work quickly without compromising quality. 
• Excellent verbal and written skills