Guest Service Manager Duties and Responsibilities

Guest service manager is a professional engaged in handling the overall management of the hotel operations and ensuring that all the functions are carried out smoothly and effectively. He/she has a major responsibility of ensuring customer satisfaction and making sure that their hotel business increases by leaps and bounds. Thus, the guest service manager responsibilities play a vital role in the success of the hotel.

Key Responsibilities of a Guest Service Manager

Guest service manager focuses on the client's needs and requirements and ensures that they are being fulfilled. He/she implements various strategies that will help in improving the hotel facilities that will eventually lead to an increasing number of customers. He/she makes sure that effective guest strategies are designed so that exceptional services can be provided to the visitors. To get a better understanding, here is a detailed description of the key responsibilities that need to be performed by a guest service manager:

To ensure that the guests are being escorted properly and that they have been directed to the requested rooms after proper completion of the check-in procedures
To manage and adjust the labor and staff requirements so that all the daily activities are executed in an appropriate manner
To ensure that the security system is properly functioning and that it is in good working condition, and to ensure that the hotel environment is safe and secured
To oversee and assist the staff members in providing better customer service and to resolve the customer complaints as well as attend to their special requests
To keep a track of the inventory supplies and make requisitions according to the requirements, to keep updated reports on the relevant data so that it can be presented during the meetings or whenever requested
To keep tabs on the availability of the staff members, especially during the peak season and make subsequent arrangements for hiring the new staff members and training them according to the requirements
he/she constantly interacts with the visitors so that he/she is well updated on what exactly are the expectations of the incoming guests.
He/she also becomes aware of the issues faced by the customers and makes sure that better solutions are offered to them.
He/she keeps tabs on statistics related to room occupancy and their rates, ensures that all the activities are carried out within the given budget standards.
he/she is responsible for taking care of the guests and providing them with the best hotel amenities and facilities to ensure that they remain content and satisfied.

Essential Skills

A great deal of responsibility lies on the shoulder of a guest service manager.

To ensure success, he/she must be able to demonstrate excellent organization and time management skills.
He/she should have excellent leadership skills and should be able to supervise and train the staff members that have been newly appointed.
He/she should be flexible and adaptable to different changes and have good decision making skills.
He/she should be goal oriented to achieve the business goals and objectives.
He/she should have strong interpersonal communication skills and should be able to handle pressure situations.

Educational Background

The minimum educational background necessary to make an entry is a bachelor's degree or an associate degree from an accredited university with specialization in hotel management, business administration, restaurant management, etc. Those with more experience and higher educational qualifications have greater chances for promotion.

Work Schedule

A guest service manager needs to be flexible and should be ready and comfortable to work at any given shift, may be early in the morning, night, or evening. He/she may need to work overtime on some occasions whenever there is going to be a huge flow of guests, especially during the peak season.

Salary Details

The minimum salary that is being offered for guest service manager is $28,000 while the maximum salary can go up to the range of $54,000 to $60,000. The salary package of guest service manager for an entry level position is $28,000 while the experienced candidates can get a salary up to range of $60,000. It varies depending on the experience, skills, location, size and type of the hotel he/she is working in.

Career Prospects

The opportunities really look bright and promising due to the fact that the hotel industry is developing and growing each day. So the chances for employment are definitely going to rise and those with proven skills and abilities will surely climb up the ladder of success more easily and take their career to new heights.

Thus, if you are aspiring to stabilize in the hotel industry and want your career to flourish, both personally and professionally, then the guest service manager responsibilities should be carried out effectively.