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Southall is a premier destination that brings nature, produce, and people together in a powerful and unique way. The Guest Services Manager plays a key role in creating seamless arrival, stay, and departure experiences for our guests. This leader ensures the highest standards of service, supporting a culture of warmth, care, and excellence throughout the guest journey.
Responsibilities:
Partner with the Front Office Manager to oversee daily operations including Guest Experience/Front Desk, Valet, and Bell/Door teams.
Champion, promote, and monitor departmental and organizational initiatives to ensure successful execution.
Build and maintain strong, positive relationships with team members across all departments through clear communication and regular face-to-face interaction.
Uphold and execute departmental and hotel policies while ensuring consistency in service standards.
Remain calm and organized when addressing challenges or stressful situations.
Address major guest service concerns with professionalism and escalate to Senior Leadership when necessary.
Foster a culture of growth and development for the Guest Services team, offering opportunities to experience the property’s unique offerings.
Approach guest interactions with genuine care and urgency, ensuring timely follow-up to achieve 100% guest satisfaction.
Ensure adequate staffing levels to support business demands.
Protect guest privacy by maintaining confidentiality and following proper data security protocols.
Collaborate with the Front Office Manager on recruiting, hiring, training, and managing both new and existing team members.
Serve as Manager on Duty during assigned shifts, ensuring smooth operations and leadership coverage.
Conduct daily pre-shift meetings with high guest-impact departments (reservations, guest services, housekeeping, etc.) to coordinate and deliver a flawless arrival-to-departure experience.
Demonstrate expert knowledge of resort services, amenities, hours of operation, room types, rates, packages, promotions, group activities, and availability to confidently and accurately respond to guest inquiries.
Adhere to attendance and scheduling expectations, including availability for evenings, weekends, and holidays.
Maintain a professional, polished appearance in alignment with Southall’s grooming standards.
Perform other job-related duties as assigned.
Comply with Southall Rules and Standards of Conduct as outlined in the Team Member Handbook.
Skills and Experience:
1–2 years of leadership experience in a luxury hotel or resort environment preferred.
Exceptional organizational skills and attention to detail.
Proven ability to manage complex tasks and prioritize competing demands to meet deadlines.
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
Strong interpersonal and conflict resolution skills; able to manage interactions requiring patience, tact, and diplomacy.
Ability to stand and move throughout the property for extended periods while performing essential job functions.
Excellent communication skills in English, both verbal and written.
Ability to accurately enter and retrieve information using a computer system.
Visual and auditory ability to respond appropriately to signs of emergency situations.
Education:
High School Diploma required; higher education or hospitality training preferred.
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