Guest Services Manager

Job Title: Guest Services Manager

Position Summary

The Guest Services Manager oversees the Guest Services Associate team and front-of-house operations to ensure consistent, efficient, and professional service. This role is responsible for supervising daily guest services functions, including repairs, cleanings, pickups, appointments, and guest communication, while supporting store operations, sales coordination, and events.

Key Responsibilities

Team Management

• Supervise, train, and support Guest Services Associates
• Ensure team members follow established procedures for repairs, cleanings, pickups, and guest interactions
• Schedule and manage coverage to meet store needs
• Provide ongoing coaching, feedback, and performance management

Guest Services Oversight

• Ensure guests are greeted promptly and assisted professionally
• Support associates in resolving guest questions or service concerns
• Maintain service standards related to repairs, timelines, and communication
• Ensure secure handling and tracking of jewelry entrusted to the store

Front-of-House & Appointment Management

• Oversee appointment check-ins and coordinate with the sales team
• Monitor guest flow, wait times, and service efficiency
• Ensure accuracy and organization in scheduling systems and service tickets

Operations & Administrative Support

• Oversee front desk operations, phone calls, and guest communications
• Ensure accurate processing of service tickets, customer information, and payments
• Maintain guest services supplies and workspace organization
• Support opening and closing procedures
• Assist with CRM updates, reporting, and guest follow-ups

Events & Store Support

• Manage guest services coverage and flow during in-store events
• Coordinate service support for promotions and special appointments
• Assist leadership with operational and marketing initiatives as needed

Qualifications

• 2+ years of experience in customer service, retail, or hospitality management
• Experience supervising or leading a service-based team
• Strong organizational, communication, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience with POS, scheduling systems, or CRM tools preferred

Preferred Qualifications

• Jewelry, luxury retail, or repair/service environment experience
• Event support or coordination experience
• Conflict resolution and service recovery experience

What We Offer

• Competitive compensation based on experience
• Employee discounts and benefits
• Team-oriented work environment

Job Type: Full-time

Pay: From $17.00 per hour

Expected hours: 36 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off

Work Location: In person