Guest Services Manager

Temps plein

Position: Guest Services Manager

Department: Rooms Division – Guest ServicesReports To: Director of Rooms (May report to the Director of Guest Services based on the organizational structure.)

Position Purpose:

The Guest Services Manager is responsible for creating exceptional luxury arrival and departure experiences that elevate Omni Frisco's service culture. This leader oversees Bell Services, Door Services, Select Guest, Charlotte Jones Collection (CJC), and the Valet partnership, ensuring every guest—especially VIPs, Select Guest members, and leisure travelers—receives personalized, memorable service that exceeds expectations.The Guest Services Manager drives the overall guest experience through personalized hospitality, proactive service recovery, luxury service standards, and the delivery of exceptional retail experiences within the Charlotte Jones Collection. This position serves as the ambassador of the guest journey by anticipating guest needs, developing associates, creating memorable experiences that strengthen guest loyalty, and supporting the hotel's financial goals through operational excellence and retail performance.

Luxury Guest Experience

• Lead the end-to-end VIP, Select Guest, and leisure guest experience by delivering personalized luxury arrival and departure services.
• Partner with Front Office, Housekeeping, Food & Beverage, Valet, and other departments to execute seamless guest experiences and maintain luxury presentation standards.
• Anticipate guest needs, conduct VIP room inspections, and create memorable experiences that strengthen guest loyalty.

Select Guest & Loyalty

• Lead the daily Select Guest strategy by ensuring loyalty benefits, guest recognition, and personalized experiences are consistently delivered.
• Review guest profiles and collaborate with the Loyalty Ambassador to anticipate guest preferences and enhance each stay.
• Oversee Elite guest follow-up and service recovery efforts to maximize guest satisfaction and loyalty.

Guest Service Excellence

• Monitor Medallia feedback, guest recovery opportunities, and service trends to drive continuous improvement.
• Resolve guest concerns promptly while empowering associates to deliver personalized recovery solutions.
• Foster a culture of luxury hospitality by coaching associates to create meaningful guest connections.

Leadership & Team Development

• Lead, coach, mentor, and develop the Guest Services team while promoting accountability, teamwork, and continuous improvement.
• Conduct daily shift meetings focused on VIP arrivals, operational priorities, and guest experience.
• Train, recognize, and inspire associates to consistently deliver Omni's luxury service standards.

Operational Excellence

• Ensure Bell Services, Front Drive, Elite Desk, and Charlotte Jones Collection (CJC) consistently reflect Omni luxury presentation standards.
• Partner with Valet leadership to coordinate VIP arrivals and departures while maintaining efficient staffing and service response times.
• Oversee guest deliveries, luggage operations, retail presentation, amenities, and daily operational execution.

Business & Financial Responsibility

• Manage labor productivity, scheduling, payroll accuracy, and departmental expenses while maintaining exceptional guest service.
• Drive Charlotte Jones Collection retail performance through merchandising, inventory control, guest engagement, and financial accountability.
• Utilize Medallia, loyalty, retail, and operational metrics to identify opportunities and improve department performance.

Leadership Expectations

• Lead with professionalism, integrity, and emotional intelligence while serving as a role model for Omni's culture and luxury service standards.
• Anticipate guest needs and create memorable experiences through personalization, attention to detail, and proactive hospitality.
• Build strong relationships with guests, associates, and leaders while fostering collaboration across the Rooms Division.
• Inspire associates to exceed guest expectations through coaching, accountability, recognition, and continuous development.

Qualifications

• Bachelor's degree preferred or equivalent hospitality leadership experience.
• Minimum 2–3 years of progressive hotel leadership experience in Front Office, Guest Services, Luxury Hospitality, or a related Rooms Division discipline.
• Previous leadership experience in guest service operations required.
• Strong leadership, communication, organizational, financial, and operational skills.
• Experience with Opera PMS, Medallia, Microsoft Office, and hotel operating systems preferred.

Success Measures

• Medallia Overall Experience and Guest Service performance.
• Select Guest Appreciation and loyalty engagement.
• VIP arrival and departure execution.
• Service recovery effectiveness.
• Charlotte Jones Collection (CJC) retail performance.
• Associate engagement, retention, and development.
• Labor productivity and payroll management.
• Cross-department collaboration.
• Luxury service execution and presentation standards.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis ofany protected category with respect to the payment of wages.

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: applicationassistance@omnihotels.com.