Guest Services Manager
Core
Strategic leader of the front-of-house guest journey, owning the arrival and departure experience from the front drive to the lobby.
Role type
Guest Services Manager (Luxury Hotel)
Builds
Seamless guest arrival/departure experiences for luxury resort guests
Domain
Hospitality / Luxury Hotel Operations
Deliverable
product features
Required skills
Team leadership, operational management, budget and labor planning, guest experience strategy, PMS proficiency, conflict resolution, recruitment and training
Preferred skills
Experience with Emblems Collection or lifestyle luxury brands, knowledge of Banff National Park, transportation/valet operations leadership, multilingual communication
Technologies
Opera PMS
Responsibilities
Lead Bell Services, Valet, Door, and Resort Driver teams; oversee daily guest services operations and shuttle schedules; manage departmental budgets and payroll; handle escalated guest concerns and VIP recognition; partner with Front Office, Housekeeping, and F&B teams; analyze operational reports and implement service enhancements
Seniority
Mid-Senior, hands-on IC