Guest Services Manager
OCI Hospitality · Fort Myers, FL
- On site
- Full-time
- $60,000 / year
- Fort Myers, FL
Job highlights
- Lead guest services, managing operations and team development.
- Handle complex guest issues and ensure exceptional experiences.
- Oversee daily operations: check-in/out, requests, and communication.
- Foster a positive and collaborative team environment.
- Opportunities for professional growth and development.
About the role
About Us
Our hotel is proudly operated by OCI Hospitality. The purpose of OCI Hospitality is to Enrich the Lives of Others Through Hospitality. We believe all team members are at their best when they are friendly, flexible, hardworking, and helpful. In our hotels, every position plays an important role in enriching the lives of our team members, our guests, our owners and investors, and the communities we reside in.
About The Role
Guest Service Managers lead the charge in all things Guest Service. The Manager oversees scheduling, complex guest issues, department reporting and development efforts for the department. From how you answer the phone to how you greet the guest when they arrive, you set the tone for the entirety of the guest's stay. Guest Service Managers become the go-to person for our guests--asking directions to their room, where to go for dinner, what attractions to visit, directions to the closest car wash, and how about some extra towels and a late checkout? Guest Service Managers often have multiple tasks at hand between answering phones, checking guests in/out, fulfilling guest requests, communicating with our Maintenance and Housekeeping team members, ensuring that billing and payments are correct, actively ensuring safety and security measures are being met, etc. Guest Service Managers must confidently and compassionately respond to guest service issues, taking ownership for the situation and ensuring that our guests are taken care of using the tools and training we support you with.
About You
You enjoy leading by example and eagerly embrace opportunities to train and develop others. You are committed to upholding department standards and take pride in providing exceptional experiences for others. A positive disposition and working well as part of a team is fundamental. Must be able to work flexible hours, including weekends, along with a commitment to dependability. You must be adapt at juggling multiple tasks while retaining your composure and remaining approachable. A genuine spark for making connections with your team members and our guests is paramount. An authentic interest in improving the overall experience for your teammates and guests, through your dedication, proactive communication, innovation, and collaboration is essential.
What You Gain
You'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. We believe our greatest and most valuable asset is our people! We provide a rewarding, fun and flexible work environment, exciting perks, and an atmosphere designed to encourage and promote career growth within the company.
Key skills/competency
- Guest Services Management
- Hospitality Leadership
- Customer Service Excellence
- Team Training & Development
- Problem Solving
- Operational Efficiency
- Guest Relations
- Scheduling
- Communication Skills
- Adaptability
Skills & topics
- Guest Services Manager
- Hospitality
- Hotel Management
- Customer Service
- Team Leadership
- Guest Relations
- Operations Management
- Front Desk
- Scheduling
- Staff Development
How to get hired
- Tailor your resume: Highlight relevant hospitality and management experience, emphasizing guest relations and problem-solving skills for the Guest Services Manager role.
- Craft a compelling cover letter: Express your passion for hospitality and OCI Hospitality's mission, demonstrating how your leadership style aligns with their values.
- Prepare for behavioral questions: Be ready to share examples of how you've handled challenging guest situations and led teams to success.
- Showcase your leadership potential: Emphasize your ability to train, develop, and motivate team members to provide exceptional guest experiences.
- Highlight flexibility and dependability: Stress your commitment to working flexible hours, including weekends, and your reliable work ethic.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the typical working hours for a Guest Services Manager at OCI Hospitality?
- As a Guest Services Manager at OCI Hospitality, you should expect to work flexible hours, which will include weekends. The role requires a commitment to dependability to ensure continuous guest support and operational coverage.
- What is OCI Hospitality's core mission regarding its employees and guests?
- OCI Hospitality's core mission is to Enrich the Lives of Others Through Hospitality. They emphasize that their team members are at their best when they are friendly, flexible, hardworking, and helpful, aiming to enrich the lives of team members, guests, owners, investors, and the community.
- How does OCI Hospitality support career growth for its Guest Services Managers?
- OCI Hospitality is invested in employee development and offers a rewarding, fun, and flexible work environment. They aim to provide an atmosphere designed to encourage and promote career growth within the company, viewing their people as their greatest asset.
- What kind of guest issues can a Guest Services Manager expect to handle?
- A Guest Services Manager can expect to handle a variety of guest issues, ranging from common requests like extra towels and late checkouts to more complex situations. This includes resolving service issues, managing complaints, and ensuring overall guest satisfaction through compassionate and ownership-driven responses.
- What skills are essential for a successful Guest Services Manager at this hotel?
- Essential skills for a Guest Services Manager include leadership, excellent customer service, problem-solving, communication, adaptability, and the ability to juggle multiple tasks while maintaining composure. A genuine passion for connecting with guests and team members, and a proactive approach to improving experiences, are also paramount.