Guest Service Manager

Ivy Hospitality • Cincinnati, OH

4d

About The Position

The Guest Service Supervisor will lead the front office team in providing warm, personalized service that leaves a lasting impression. This role requires a hands-on leader with a passion for hospitality, strong problem-solving skills, and the ability to create a welcoming environment for guests and associates alike. Oversee front desk operations, guest satisfaction, and team performance, ensuring that every interaction reflects Ivy Hospitality’s commitment to excellence. ____________________________________________________________________________ Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The position is primarily 3pm-11pm , weekends required.

Requirements

• High school diploma or equivalent required; hospitality or business management training preferred.
• Minimum of 2-3 years of front desk or hotel operations experience, with prior supervisory or management experience preferred.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent verbal and written communication skills, with a passion for guest service.
• Proficient in hotel property management systems and front office technology.
• Strong organizational and multitasking abilities, with attention to detail.
• Ability to handle stressful situations with professionalism and problem-solving skills.

Responsibilities

• Lead and inspire the front office team to deliver seamless check-in, check-out, and overall guest experiences with warmth and professionalism.
• Act as the primary point of contact for guest concerns, resolving issues efficiently and ensuring complete satisfaction.
• Foster a welcoming atmosphere by ensuring associates greet guests with genuine hospitality, maintain eye contact, and present a polished, professional appearance.
• Manage daily front desk operations, including reservations, room assignments, and guest requests.
• Monitor hotel occupancy, rates, and revenue management strategies, collaborating with sales and revenue teams as needed.
• Train, coach, and develop front desk associates, ensuring they are equipped to handle guest interactions confidently.
• Conduct daily team huddles to review service expectations, performance goals, and upcoming hotel events.
• Oversee front desk cash handling, billing accuracy, and financial reconciliation processes.
• Ensure compliance with all front office policies, safety procedures, and brand standards.
• Work closely with housekeeping, maintenance, and food & beverage teams to ensure seamless guest experiences.
• Identify opportunities to enhance guest satisfaction and implement service improvements.
• Assist in recruiting, hiring, and onboarding new front office associates.
• Maintain an organized front office environment, ensuring the lobby and reception areas are clean, inviting, and fully stocked with guest amenities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED