5 Amazing guest services manager Resume Examples (Updated 2023) + Skills & Job Descriptions

Do you have a background in hospitality or human resources and a love of providing quality service to hotel guests? Do you have relevant experience serving in a hotel or similar establishment? A guest services manager position might be a great fit for you. Remember that hiring managers will second-guess a resume that seems unprofessional or incomplete, so be sure to polish your guest services manager resume before applying for these jobs. If you work in a hotel, you will be in charge of overseeing the day-to-day operations of the main areas, such as the front desk, the lobby, the dining area, pools, and other recreational areas like golf and tennis courses, spa operations, and the valet department. The larger your establishment, the more responsibilities you will have. Being a guest services manager can be a demanding job, and you will need to be skilled at both multitasking and managing both guests and employees in a levelheaded manner. Create a resume that employers will not discard by showing yourself as an efficient, compassionate leader. Use our resume examples and writing tips to get started.

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guest services manager: Resume Samples & Writing Guide

Professional Summary

An experienced and customer-focused Hospitality professional with a proven track record of managing guest services operations. Committed to delivering the highest levels of customer service and satisfaction.

Employment history

Senior Guest Services Manager, Hilton Hotels & Resorts McLean, Virginia

May 2014 – Present

Analyze customer service data and create reports
Manage customer service budgets and expenses
Monitor customer service trends and adjust strategies accordingly

Associate Guest Services Manager, InterContinental Hotels Group Atlanta, Georgia

November 2012 – April 2014

Monitor staff performance and provide feedback
Oversee the daily operations of the guest services department
Analyze customer service data and create reports

Junior Guest Services Manager, Hyatt Hotels Corporation Chicago, Illinois

June 2011 – October 2012

Develop and implement strategies to improve customer service
Develop and implement policies and procedures for guest services
Monitor customer service trends and adjust strategies accordingly

Education

Johnson & Wales University, Providence, Rhode Island

Bachelor of Science in Hospitality and Tourism Management, April, 2011

Skills

Quality Assurance

Written Communication

Conflict Resolution

Supervisory

Cross-Functional Collaboration

Health and Safety

Revenue Management

Scheduling

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Employment history

Chief Guest Services Manager, Hyatt Hotels Corporation Chicago, Illinois

May 2018 – Present

Develop and implement policies and procedures for guest services
Monitor and improve customer service processes
Monitor staff performance and provide feedback

Associate Guest Services Manager, Choice Hotels International Rockville, Maryland

October 2017 – April 2018

Oversee the daily operations of the guest services department
Monitor staff performance and provide feedback
Develop and implement policies and procedures for guest services

Entry Level Guest Services Manager, Choice Hotels International Rockville, Maryland

April 2017 – September 2017

Monitor and improve customer service processes
Analyze customer service data and create reports
Supervise and train staff on customer service procedures

Education

San Diego State University, San Diego, California

Food and Beverage Management, February, 2017

Skills

Flexibility

Stress Management

Troubleshooting

Customer Service

Guest Satisfaction

Hotel Management

POS Systems

Team Building

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Employment history

Junior Guest Services Manager, Kimpton Hotels & Restaurants San Francisco, California

April 2022 – January 2023

Develop and implement strategies to improve customer service
Manage customer service budgets and expenses
Monitor customer service trends and adjust strategies accordingly

Education

Cornell University, Ithaca, New York

Master of Science in Food Service Management, February, 2022

Cornell University, Ithaca, New York

Bachelor of Science in Tourism and Travel Management, February, 2018

Skills

Problem Solving

Collaboration

Quality Assurance

Analytical

Revenue Management

Event Management

Inventory Management

Guest Relations

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Professional Summary

Highly experienced Guest Services Manager with a strong track record of success in the hospitality industry. Proven ability to provide exceptional customer service and ensure a positive guest experience.

Employment history

Lead Guest Services Manager, InterContinental Hotels Group Atlanta, Georgia

October 2011 – Present

Coordinate with other departments to ensure customer satisfaction
Maintain a high level of knowledge about the hotel/resort amenities, services, and policies
Monitor and improve customer service processes

Guest Services Manager, Best Western Hotels & Resorts Phoenix, Arizona

March 2011 – September 2011

Maintain a high level of knowledge about the hotel/resort amenities, services, and policies
Track customer feedback and recommend changes to improve customer satisfaction
Ensure exceptional customer service to guests

Junior Guest Services Manager, Red Lion Hotels Corporation Spokane, Washington

October 2009 – March 2011

Supervise and train staff on customer service procedures
Monitor staff performance and provide feedback
Develop and implement policies and procedures for guest services

Education

University of Houston, Houston, Texas

Doctor of Philosophy in Culinary Arts, August, 2009

University of Houston, Houston, Texas

Bachelor of Science in Culinary Arts, August, 2005

Skills

Collaboration

Project Management

Adaptability

Reliability

Revenue Management

Guest Satisfaction

Event Management

Scheduling

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Employment history

Lead Guest Services Manager, Choice Hotels International Rockville, Maryland

January 2015 – Present

Develop and implement strategies to improve customer service
Monitor customer service trends and adjust strategies accordingly
Track customer feedback and recommend changes to improve customer satisfaction

Guest Services Manager, Choice Hotels International Rockville, Maryland

January 2014 – January 2015

Develop and implement strategies to improve customer service
Monitor staff performance and provide feedback
Track customer feedback and recommend changes to improve customer satisfaction

Entry Level Guest Services Manager, Choice Hotels International Rockville, Maryland

July 2013 – January 2014

Supervise and train staff on customer service procedures
Manage customer service budgets and expenses
Monitor and improve customer service processes

Education

Texas Tech University, Lubbock, Texas

Tourism and Travel Management, May, 2013

Skills

Project Management

Analytical

Social Media

Risk Management

Front Desk Management

Revenue Management

Hotel Management

Team Building

Use This guest services manager Resume Template

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guest services manager Job Descriptions; Explained

If you're applying for an guest services manager position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers.

When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

guest services manager

Politely assisted customers in person and via telephone to improve guest relations in order to maintain the quality of the hotel.
Worked diligently with the Director of Rooms control in order to accommodate all guest requests in a timely manner.
Maintained and assisted with having a positive and efficient work relationship between all departments cohesively.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Served as a liaison between front office operations and sales department to ensure incoming groups were properly taken care of.

guest services manager, front office manager

Hiring, schdulling, and traing guest services staff.
Attend daily, weekly meetings with all guest services staff.
Implementation of traing for all new hires, uptrainig existing associates quarterly on all new policies and procedures of the company.
attend sales meeting forecating occupancy up to 1 year in advance.
forecasting yearly budget.
Attend Owner’s yearly meeting.

guest services manager(part of the gm express lane program)

Lead and ensure effective running of the Front Office operations, including managing the operational team whilst overseeing third party vendors.
Assist in preparation of the annual departmental operating budget
Monitor budgeted expenses with a focus on increasing productivity.
Responsible for Front Office inventory, managing cost and usage.
Assist in the hotel’s revenue growth by leveraging on the company’s systems & procedures.
Provide mentoring, coaching and regular feedback to help manage conflicts and improve Guest Services Team performance and engagement.
Promote teamwork and quality service through daily communication and coordination and drive employee engagement.

guest services manager

Overall supervision of the Front Office, Guest Services, Club Lounge, Bell desk & Airport Attendants.
Allocation and organization of flight crew allowances and flight delays.
Coordinating VIP arrivals and special requests to designated personnel for follow up.
Handle guest complaints by following service recovery procedures and ensuring guest satisfaction.
Development of staff via reviews, coaching & mentoring.
Staff scheduling and payroll administration.
Knowledge of Emergency Procedures: Fire Alarms & Drills & First Aid.

guest services manager

Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
Oversee any disciplinary or staffing related actions in accordance with company rules and policies.
Custodian of the guest satisfaction goals including Guest Love, Loyalty Recognition and Problem Resolution.
Make time to interact with guests, solicit feedback and build relationships.

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guest services manager Job Skills

For an guest services manager position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few.

Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

Front Desk Management
Revenue Management
Hotel Management
Guest Relations
Housekeeping Management
Inventory Management
Event Management
Food and Beverage Management
Reservation Management
Guest Satisfaction
Budgeting
Sales and Marketing
Scheduling
Microsoft Office
POS Systems
Health and Safety
Multitasking
Cross-Functional Collaboration
Team Building
Conflict Resolution.

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently.

Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

Communication
Interpersonal
Leadership
Time Management
Problem Solving
Decision Making
Critical Thinking
Creativity
Adaptability
Teamwork
Organization
Planning
Public Speaking
Negotiation
Conflict Resolution
Research
Analytical
Attention to Detail
Self-Motivation
Stress Management
Collaboration
Coaching
Mentoring
Listening
Networking
Strategic Thinking
Negotiation
Emotional Intelligence
Adaptability
Flexibility
Reliability
Professionalism
Computer Literacy
Technical
Data Analysis
Project Management
Customer Service
Presentation
Written Communication
Social Media
Troubleshooting
Quality Assurance
Collaboration
Supervisory
Risk Management
Database Management
Training
Innovation
Documentation
Accounting
Financial Management
Visualization
Reporting
Business Acumen
Process Improvement
Documentation
Relationship Management.

How to Improve Your guest services manager Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Employment history

Junior Guest Services Manager, Marriott International Bethesda, Maryland

September 2021 – June 2022

Education

Texas Tech University, Lubbock, Texas

Master of Science in Hospitality Business Management, July, 2021

Texas Tech University, Lubbock, Texas

Bachelor of Science in Tourism and Travel Management, July, 2017

Skills

Negotiation

Collaboration

Time Management

Interpersonal

Scheduling

Microsoft Office

Sales and Marketing

Cross-Functional Collaboration

Unexplained Year Gaps and Missing Job Experiences are a No-no

Gaps in your resume can prevent recruiters from hiring you if you don't explain them.

Key Insights

It's okay to have gaps in your work experience but always offer a valid explanation instead of just hiding it.
Use the gap to talk about positive attributes or additional skills you've learned.
Be honest and straightforward about the gap and explain it using a professional summary.

How to Optimize Your guest services manager Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Professional Summary

A motivated and results-driven hospitality professional with extensive experience in guest services management. Possesses strong communication and problem-solving skills, with a commitment to providing excellent customer service.

Employment history

Senior Guest Services Manager, Wyndham Hotels & Resorts Parsippany, New Jersey

January 2012 – Present

Deveop and implement strategies too improve customer service
Develop and implement policies and procedures for guest servies
Analize customer service data and create report's

Guest Services Manager, Wyndham Hotels & Resorts Parsippany, New Jersey

July 2011 – January 2012

Supervise and train staffs on customer service proceduress
Ensure compliance with all relevant lawss and regulationss
Monitor staffs performance and provide feedbacks

Entry Level Guest Services Manager, Marriott International Bethesda, Maryland

July 2010 – June 2011

Develp and implement policies and procedues for guest services
Ensure exceptioanl customer service to guests
Monitor customer servce trends and adjust stratgies accordingly

Education

Pennsylvania State University, University Park, Pennsylvania

Bachelor of Arts in Hotel and Restaurant Management, May, 2010

Skills

Financial Management

Innovation

Strategic Thinking

Process Improvement

Housekeeping Management

Reservation Management

Conflict Resolution.

Budgeting

Avoid Spelling Mistakes and Include your Contact Information

Missing contact information prevents recruiters from understanding you're the best fit for the position.

Key Insights

Make sure you're not missing contact information on your resume. That should include your full name, telephone number and email address.
Make sure to use a professional email address as part of your contact information.
Highlight your contact information and double check that everything is accurate to help recruiters get in touch with you.

guest services manager Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an guest services manager position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Senior Guest Services Manager
Kimpton Hotels & Restaurants
San Francisco, California

To the Recruitment Team at Kimpton Hotels & Restaurants

I am a passionate Guest Services Manager with 12 years of experience in Hospitality. I am excited to submit my application for the Senior Guest Services Manager position at Kimpton Hotels & Restaurants, where I believe my skills and expertise would be a great asset to your team.

As someone who has always been committed to making a positive impact on the world, I have pursued opportunities to contribute to my community through my work wherever I may be. My experience in this field has equipped me with the skills and knowledge necessary to succeed throughout my life and I am confident that they will help me to bring my passion and expertise to your organization and help drive your success.

I appreciate the time and consideration you have given my application. I am confident that if we work together we could achieve great things and so I look forward to the opportunity to join your team.

Bests,
Andrew Thompson
661-516-6185
thompsonandrew93@protonmail.com

Andrew Thompson

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