Guest Service Manager

GEN HOTELS•Fort Myers, FL

14d

About The Position

The Guest Service Manager oversees Front Desk operations to ensure quality service and standards and deliver an excellent guest experience. The role directly supervises the Guest Services team, reports to the General Manager, and is part of the property’s Senior Leadership Team. The manager oversees operations and service for the Rooms and Guest Services Departments; trains, coaches, and supports team members; coordinates with other hotel departments; addresses guest and team member complaints; and manages guest billing and departmental accounting. The role also works with Sales and Revenue Management on occupancy and group room blocks, conducts inspections, prepares forecasts, monitors budgets and expenses, reviews invoices, maintains brand standards, and helps ensure legal and regulatory compliance. Regular evening and weekend work is required.

Requirements

Experience in hotel Housekeeping and Front Desk supervisory positions is required.
Guest-focused, creative, and able to problem-solve during challenging situations.
Able to multitask and make difficult decisions quickly.
Experience with PMS computer systems is required.
Guest relations skills are required.
Must have a valid driver’s license and current insurance.
Must speak fluent English.
Must have reliable transportation.
Must be able to regularly work evenings and weekends.

Nice To Haves

Previous experience working with budgets and P&L is preferred.
An Associate’s Degree in Hospitality is a plus.
Being bilingual in Spanish is a plus.

Responsibilities

Oversee operations and service for the Rooms and Guest Services Departments.
Ensure effective orientation and training for new staff and develop activities for experienced staff.
Mentor, coach, and provide regular feedback to improve team member performance and morale.
Support department managers by greeting guests, covering shifts, providing direction, and overseeing customer service and property cleanliness.
Work with hotel departments to support group, guest, and employee satisfaction.
Address team member and guest complaints and advise the General Manager about corrective actions taken.
Ensure accurate guest billing and complete daily, weekly, and monthly accounting responsibilities.
Coordinate with Sales to manage occupancy and group room blocks while balancing room-type availability.
Participate in weekly Revenue Management Meetings.
Conduct weekly room and public-space inspections with the Executive Housekeeper.
Prepare accurate monthly forecasts for each departmental revenue outlet.
Monitor budgets and control expenses, focusing on room rate, guest service scores, and labor costs.
Review and approve product invoices before submitting them to the accounting department, and maintain the department expense budget.
Ensure Brand Standards are followed and maintained in each department.
Participate in Quality Inspections.
Participate in the Manager on Duty Program and schedule managers on duty monthly.
Ensure adherence to wage-and-hour laws and federal, state, and local laws concerning room safety and sanitation.
Ensure compliance with federal, state, and local health, safety, and other requirements.