Guest Service Manager

Troutbeck Operator • Amenia, NY

1d • $68,000

About The Position

The Guest Service Manager is responsible for ensuring an exceptional guest experience by overseeing daily guest service operations, leading front-line staff, and promptly resolving guest concerns. This role focuses on service excellence, team leadership, and operational efficiency.

Requirements

• High school diploma or equivalent (Associate or Bachelor's degree preferred)
• 2-5 years of experience in hospitality or customer service
• Previous supervisory or management experience preferred
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Leadership and team management skills
• Ability to remain calm and professional under pressure
• Proficiency in hospitality software and basic computer skills
• Flexible schedule including evenings, weekends, and holidays
• Ability to stand for extended periods and handle a fast-paced environment
• Customer-focused mindset
• Attention to detail
• Professional appearance and demeanor
• Conflict resolution
• Time management

Responsibilities

• Ensure all guests receive a warm, professional, and memorable experience
• Handle guest complaints, concerns, and special requests promptly and effectively
• Monitor guest satisfaction and take proactive steps to improve service quality
• Maintain high standards of hospitality and service etiquette
• Supervise daily front desk/guest service operations
• Ensure smooth check-in and check-out processes
• Enforce company policies, procedures, and service standards
• Coordinate with housekeeping, maintenance, and other departments to meet guest needs
• Supervise, train, and motivate guest service staff
• Prepare staff schedules and manage shift coverage
• Conduct performance evaluations and provide coaching
• Promote teamwork and a positive work environment
• Prepare reports related to guest feedback, occupancy, or service issues managing budgets and processing payroll for the front office department
• Manage cash handling, billing issues, and system accuracy (if applicable)
• Assist with inventory, supplies, and budget control
• Ensure compliance with safety, security, and company regulations
• Handle emergencies calmly and professionally

What This Job Offers

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