Guest Services Manager

Job Description

Position Summary

Royal Isabela LLC is seeking a dedicated and detail-oriented Guest Services Manager to play a vital role in managing and optimizing our guest services for our exclusive luxury hotel and prestigious 18-hole golf course. The Guest Services Manager is responsible for overseeing and supporting the front desk, concierge, bell, and guest relations teams to ensure exceptional guest experiences. This role ensures service standards are consistently met, supervises daily operations, coordinates cross-departmental communication, and supports system implementations while maintaining a high level of professionalism and guest satisfaction.

Key Responsibilities

Supervise and support front desk, concierge, bell, and guest relations teams to ensure seamless service delivery.

Train, coach, and schedule staff to uphold resort service standards and guest experience goals.

Handle guest inquiries, special requests, and complaints with professionalism and efficiency, ensuring prompt resolution.

Monitor group blocks, verifying accuracy of reservations and packages.

Ensure package reservations are properly set up and experiences are coordinated with relevant departments.

Review reservations through Opera and TravelClick systems to ensure accuracy.

Maintain updated package information and communicate package details to relevant departments for flawless execution.

Manage guest-facing email accounts (Experience, Info, Reservations), ensuring timely responses and proper handling.

Ensure team training on property systems, reservation accuracy, and professional email communication.

Assist the Sales Manager with groups, VIP arrivals, and special requests, ensuring personalized and seamless service.

Oversee the implementation and training of new systems (Opera, Symphony, Shift4), ensuring smooth adoption across departments.

Support the restaurant team during system transitions with operational guidance and troubleshooting.

Create and manage weekly schedules for Guest Services, Bellpersons, and Drivers, ensuring optimal coverage.

Maintain direct communication with masseuses and experience providers to ensure requests are handled efficiently.

Manage member profiles, applying membership rates and creating rates according to membership type.

Collaborate with housekeeping, food & beverage, recreation, and other departments to ensure a consistent guest experience.

Oversee check-in and check-out procedures to maximize efficiency and accuracy.

Manage VIP and group arrivals, ensuring personalized service and attention to detail.

Monitor guest feedback through surveys, online reviews, and direct interaction to identify areas for improvement.

Prepare and review guest service reports, occupancy trends, and performance metrics.

Ensure compliance with safety, security, and brand standards.

Lead initiatives to enhance guest loyalty, retention, and satisfaction scores.

Education & Experience Requirements

Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.

Minimum of 3–5 years of guest services or front office management experience in a luxury resort or hospitality environment.

Experience with Opera, TravelClick, Symphony, Shift4, or equivalent property management systems strongly preferred.

Proven track record in staff supervision, training, and scheduling.

Experience handling guest complaints, VIP service, and group bookings.

Core Competencies

Strong leadership and team management skills.

Excellent communication and interpersonal abilities (bilingual required: English/Spanish).

High level of professionalism, discretion, and problem-solving skills.

Detail-oriented with strong organizational and multitasking ability.

Customer service driven, with a focus on guest satisfaction and loyalty.

Proficiency in Microsoft Office Suite and property management systems.

Ability to work under pressure, handle multiple priorities, and maintain a positive attitude.

Benefits:

Competitive salary and benefits package.

Opportunity to work in a prestigious resort and golf club environment.

Professional development and growth opportunities.

A supportive and collaborative work culture.

Full-time