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Title
Text copied to clipboard!Manager Guest Services
Description
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We are looking for a dedicated Manager Guest Services responsible for planning, organizing, and overseeing all activities related to guest services. In this role, you act as the liaison between the company and its guests, ensuring an outstanding guest experience. You coordinate the guest services team, develop strategies to improve service quality, and ensure all guest concerns are handled professionally and promptly. Additionally, you analyze feedback and implement measures for continuous improvement. A key part of your work involves collaborating with other departments to ensure smooth operations and high customer satisfaction. You play a significant role in positively shaping the company's image and building long-term customer relationships. If you possess excellent communication skills, leadership abilities, and a service-oriented mindset, we look forward to your application.
Responsibilities
Text copied to clipboard!- Lead and coordinate the guest services team
- Develop and implement service concepts
- Handle guest inquiries and complaints
- Analyze guest feedback and derive improvement measures
- Train and motivate guest service staff
- Collaborate with other departments to optimize guest experience
- Monitor compliance with quality standards
- Plan events and special guest programs
- Prepare reports and evaluations on service quality
- Manage budget for guest services
Requirements
Text copied to clipboard!- Completed training or degree in tourism, hotel management, or related field
- Several years of experience in guest services or customer service
- Leadership experience and team management skills
- Strong communication and conflict resolution skills
- High service orientation and empathy
- Organizational talent and independent working style
- Knowledge of MS Office and common booking software
- Flexibility and resilience
- Excellent German and English skills
- Intercultural competence
Potential interview questions
Text copied to clipboard!- How do you handle difficult guests?
- What experience do you have in leading teams?
- How do you continuously improve service quality?
- How do you organize collaboration with other departments?
- What measures do you take with negative guest reviews?
- How do you motivate your team?
- How do you handle stressful situations?
- Which software tools do you use for guest services?
