Guest Services Manager

Train hospitality staff how to keep guests happy and returning.

Quick Stats


Outlook
Good

Salary Range
$16,000 – $29,000

Data from U.S. Department of Labor


What do Guest Services Managers do?

The hospitality world is one of the most exciting and dynamic industries out there. As a Guest Services Manager, you have front row seats to the show. You’re in charge of making sure that all of the guests at your hotel, resort, or convention center are 100 percent satisfied, 100 percent of the time.

To accomplish this goal, you work with the General Manager (GM) to address guest issues when and before they come up. And you’ll learn quickly that the latter is the easier path—the best way to deal with problems is by preventing them from happening. That’s why you hire and train only the best-qualified applicants. You coordinate with the GM and any other administrative personnel or oversight committees (for example, corporate compliance, etc.) to make sure that training and compliance are at or above mandated levels of quality, and that the staff conduct themselves in a manner in keeping with the organization’s goals and practices.

Even when you’ve trained your staff perfectly, though, your day will never be without its fair share of excitement. When you come on shift in the morning, you could find that half your staff is out with the flu, and you have to do some last-minute reshuffling of available workers, while calling in reserve team members (if there are any!). A big client could come in with many more associates than you had planned for, and expects them all to be fed.

These aren’t scenes from a comedy movie—these are your challenges. An experienced Manager will handle them all with a cool head and a steady hand. In other words, when a guest services issue comes up at your establishment, the buck stops with you. This means your job is to prepare for and solve those situations.

Guest Services Managers work in all sorts of settings: hotels, convention centers, resorts, golf clubs, casinos, and retreats. Anywhere people congregate for long periods of time and need hospitality services, there will be Guest Services Managers to make sure they’re happy.


Should I be a Guest Services Manager?

You should have a high school degree or higher and share these traits:
  • Calm Under Pressure: You keep your cool when dealing with highly stressful situations.
  • Trustworthy: You are known for your personal integrity and honesty.
  • Team Player: You're able to listen, communicate, and work with tons of different people.

  • Also known as: Guest Service Representative, Guest Services, Guest Services Associate, Guest Services Supervisor See More

    How to become a Guest Services Manager

    Most Guest Services Managers have no higher education and get on-the-job training. Think about earning a Certificate or Associate's degree to increase your competitiveness in the field. Chart?chd=s:9ecaaa&chl=no+college+%2890%25%29|certificate+%287%25%29|associate%27s+%283%25%29|||&cht=p3&chs=466x180&chxr=0,90,90
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