Guest Services Manager chez Southall Farms

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.