Manager Guest Services

Miami, FL • Full-time • On-site

About the role

The Guest Services Manager performs managerial duties for the entire Guest Services department, including Bell Services Staff, Concierge, and Guest Service Agents.

Responsibilities

• Serve all hotel guests by providing department services, managing and supervising designated staff to deliver those services.
• Provide excellent service to exceed guest expectations and ensure continuous quality improvement.
• Maintain knowledge of valet parking, bell services, and hotel operations, including groups resume, arrivals, departures, VIPs, and catering functions.
• Maintain knowledge of the surrounding area, especially tourist attractions and events.
• Develop staff through training and example.
• Ensure proper scheduling for operational areas according to business needs across all shifts.
• Conduct daily pre-shift meetings and monthly staff meetings.
• Monitor team members’ performance with guests (hospitality skills).
• Perform employee interviews for new hires.
• Maintain supervision of all hotel areas on busy days to ensure rooms and public areas meet hotel standards.
• Maintain and order supplies, uniforms, and equipment for the department.
• Manage daily labor and cost control.
• Ensure compliance with brand standards, safety procedures, and hotel policies.
• Continuously seek opportunities to improve guest satisfaction and service quality.
• Complete daily checklists, file appropriate reports, and prepare room discrepancy reports using analysis and judgment.
• Pre-register all VIPs and Hilton Honors reservations, inspect rooms, and ensure amenities are delivered correctly.
• Transmit daily Hilton Honors and airline bonus mileage accounts.
• Prepare daily forecasts of expected arrivals and departures.
• Operate office equipment such as fax and photocopier as needed.
• Respond promptly to guest requests for a supervisor or manager.
• Perform other duties as assigned by the Front Office Manager.

Requirements

• High school diploma or equivalent required; some college preferred.
• One year of combined Front Desk and supervisory experience in hospitality or a related industry preferred.
• Additional language ability preferred.
• Ability to effectively deal with internal and external customers, demonstrating patience, tact, and diplomacy to resolve conflicts.
• Basic mathematical skills and ability to operate a calculator for moderately complex calculations without error.
• Ability to listen effectively and comprehend the English language to understand instructions and information.
• Ability to observe and detect signs of emergency situations through sight and hearing.
• Regular attendance and adherence to grooming standards as per company handbook.
• Willingness to work varying schedules due to the cyclical nature of the hospitality industry.

Skills

• Staff Supervision
• Guest Relations
• Hospitality Management
• Scheduling
• Conflict Resolution
• Training and Development
• Budget Control
• Performance Monitoring
• Front Office Operations
• Customer Service
• Diplomacy
• Mathematical Skills