Guest Service Manager

The Guest Service Manager is responsible for delivering exceptional guest experiences throughout the resort by leading guest-facing operations and ensuring service excellence across all touchpoints. This position oversees Bell Services, Valet Operations, guest arrival and departure experiences, service recovery, VIP coordination, and guest satisfaction initiatives.

The Guest Service Manager serves as a visible hospitality leader throughout the property, building relationships with guests, resolving concerns, and partnering with operational departments to ensure a seamless luxury resort experience.

Essential Functions

Guest Experience Leadership

· Serve as the resort's primary guest experience ambassador.

· Maintain a highly visible presence throughout the lobby, public areas, resort grounds, and guest-facing venues.

· Develop meaningful relationships with guests and proactively identify opportunities to exceed expectations.

· Lead service recovery efforts and ensure guest concerns are resolved promptly and professionally.

· Monitor guest satisfaction trends and implement improvement initiatives.

· Coordinate guest recognition, special occasions, and personalized experiences.

Bell Services & Valet Operations

· Oversee Bell Services and Valet Operations to ensure exceptional arrival and departure experiences.

· Ensure luggage handling, guest escorts, transportation coordination, and vehicle services meet resort standards.

· Monitor staffing levels and service delivery during peak arrival and departure periods.

· Conduct regular inspections of guest arrival areas, porte cochere, lobby, and valet operations.

· Develop and maintain service standards for Bell and Valet teams.

Resort Guest Services

· Act as Manager on Duty as assigned.

· Coordinate guest requests across all operating departments including Front Office, Housekeeping, Recreation, Spa, Engineering, Security, and Food & Beverage.

· Ensure guest preferences and special requests are communicated and executed effectively.

· Assist with VIP arrivals, group arrivals, owner stays, and special events.

· Monitor and improve overall guest flow throughout the resort.

Team Leadership & Development

· Recruit, train, coach, and develop Bell Services and Valet team members.

· Conduct performance evaluations and ongoing coaching discussions.

· Foster a culture of hospitality, professionalism, and accountability.

· Recognize and reward outstanding service behaviors.

· Lead daily shift briefings and guest service communications.

Hilton Systems & Guest Satisfaction

· Utilize Hilton systems including OnQ, Hilton Honors, GRO, Stay Experience Platform, and Medallia.

· Monitor guest feedback platforms and respond appropriately to guest concerns.

· Promote Hilton Honors recognition and loyalty initiatives.

· Support property guest satisfaction goals and brand service initiatives.

Operational & Financial Responsibilities

· Manage departmental labor productivity and scheduling.

· Assist in developing annual budgets and operating plans for Bell Services and Valet Operations.

· Monitor payroll, overtime, and departmental expenses.

· Ensure compliance with cash handling, safety, and operational standards.

Safety & Compliance

· Ensure all guest-facing operations comply with company policies and safety standards.

· Support emergency response procedures and guest communications during incidents.

· Maintain a safe, organized, and welcoming environment throughout the resort.