Guest Services Manager

The Guest Services Manager oversees the Guest Services operations and acts as the manager on duty in the hotel when senior managers are not available. Directs staff that will perform Bell Attendant and Concierge duties. 

Job Responsibilities:

• Directs and controls the activities of the Bell Staff.  Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction.
• Supervises the Guest Services staff and ensures communications and follow-up on any problems, guest requests or special requirements.
• Assists Front Office Manager with Interviews, training and scheduling the staff. 
• Conducts Performance Evaluations and disciplines staff when needed.
• Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees. Responds swiftly and effectively in any hotel emergency or safety situation.
• Collaborate and communicate seamlessly with co-workers and all departments to ensure organized and professional service
• Provide guests with directions, recommendations, and information about the city and its attractions. Hails taxis as needed. Loads luggage in car for departing guests.
• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints, assists customers in all inquiries in connection with hotel services, the local area, in-house events, etc.

Job Requirements:

• Previous leadership experience leading a front desk team in a luxury hotel. 
• College degree preferred. 
• Ability to multi-task and be detail oriented.  
• Proven continuous growth in hospitality industry. 

Benefits and Perks

• Medical, Dental and Vision Health Insurance
• 16 days of Paid Time Off + 6 Public Holiday Pay
• 401k Company Match
• Free Basic Life Insurance
• Travel Discounts
• Commuter Transit and Commuter Parking Benefits
• Employee Assistance and Wellness Program

The Joule is a revitalized 1920s neo-Gothic landmark building set in the heart of Dallas’ central business district. With dramatic art installations, unique retail boutiques, a world-class spa, clever design, award-winning food and drinks and some of the best service in town, The Joule is seen as the city’s cultural epicenter. Adjacent to the Dallas Arts District and the flagship Neiman Marcus, the hotel is perfectly positioned when guests finally do venture out of the hotel’s communal embrace.