Guest Services Manager (Telephone Services)
Posted Updated
- Manage and oversee the daily operation of the hotel's telephone and guest communication services.
- Ensure all guest calls, requests, and inquiries are answered promptly and professionally.
- Coordinate guest requests with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments.
- Monitor call handling performance, service levels, and guest satisfaction.
- Handle guest complaints, escalations, and service recovery cases.
- Train, coach, and motivate associates to deliver exceptional service.
- Prepare staff schedules and ensure adequate departmental coverage.
- Maintain accurate records of guest requests and operational reports.
- Promote hotel facilities, outlets, services, and revenue-generating opportunities.