Guest Service Manager

Hilton•Ooltewah, TN

6d•Onsite

About The Position

LBA Hospitality is hiring a Guest Service Manager for the upcoming Home2 Suites Ooltewah/Chattanooga North property. The hotel is set to open in December, with work beginning in mid-November to prepare for the opening. This on-site, full-time leadership position leads front desk and guest service operations, ensuring guests receive friendly, responsive service while maintaining company and brand standards.

Requirements

At least 1 year of experience supervising at least three associates.
At least 2 years of service industry experience.
Strong leadership, communication, organization, and problem-solving skills.
Experience with property management systems and basic computer applications.
Ability to multitask and remain organized in a fast-paced environment.
Must meet company security clearance requirements.
Ability to push or pull up to 60 lbs. and lift or carry up to 30 lbs.
Ability to stand and walk for extended periods, bend, stretch, and reach.
Flexible availability, including nights and weekends.
Periodic overnight travel may be required.

Responsibilities

Lead, train, coach, and develop guest service associates.
Oversee front desk, lobby, and applicable hotel amenity operations.
Resolve escalated guest concerns promptly and professionally.
Review guest feedback and implement strategies to improve satisfaction scores.
Manage schedules, payroll, inventory, supplies, and administrative responsibilities.
Work with the General Manager to maintain staffing and expenses within budget.
Ensure compliance with brand standards, company policies, and safety and security procedures.
Maintain service recovery and communication logs.
Support hotel operations as staffing needs arise.
Perform other duties as assigned.