Job Posting

Guest Services Manager | Galleria Dallas – Dallas, TX

Overview

The Guest Services Manager is a full-time, professional position that reports to the Director of Marketing. This role is responsible for overseeing and improving all guest services, managing the Guest Services team, and ensuring a premier experience for all mall visitors. The manager also plays a key role in promoting the mall as a top-tier destination for tourists and locals.

Key Responsibilities
  • Team & Program Management: Lead a team of up to 15 Guest Services staff, providing supervision, training, and performance management. Develop and oversee programs such as gift cards, luggage/package check, and concierge services.
  • Service Delivery: Oversee curbside delivery, assistance to guest vehicles, and internal food and retail deliveries to tenants, hotel guests, and office tower employees. Ensure the team’s efficient and clear implementation of all services.
  • Customer Service: Deliver exceptional, “6-star” service to guests. Handle inquiries, complaints, and requests with a positive and professional attitude. Provide personalized recommendations for dining, shopping, and entertainment.
  • Events & Marketing: Assist with the execution of in-center and tenant events, including managing bookings and maximizing revenue for party rooms. Also, oversee the sound setup and coordination for performances such as holiday choirs, the spring music series, and other plaza activities.
  • Reporting & Administration: Maintain accurate records of visitor traffic and service requests. Manage all daily operations at the Guest Services desk, including stroller/wheelchair rentals.
  • Local Expertise: Maintain in-depth knowledge of local attractions, venues, and destinations to provide guests with comprehensive information and assistance.

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