Guest Service Manager

Marriott•Ontario, CA

About The Position

Are you a highly motivated self-starter with a passion for hospitality and a proven ability to lead high-performing teams in a full-service hotel environment? We are seeking a dynamic and results-driven Guest Services Manager to oversee front-of-house operations and ensure a seamless, elevated guest experience from arrival to departure. In this key leadership role, you will manage and support a team of guest service associates, provide hands-on assistance during peak hours, and take ownership of driving Guest Satisfaction Scores (GSS) through proactive service delivery, coaching, and real-time problem resolution. A deep understanding of full-service hotel operations is essential, including the nuances of managing a more complex range of guest expectations, services, and amenities. The ideal candidate brings strong leadership, excellent communication skills, and a guest-first mindset—especially when navigating challenging situations. Prior experience with Marriott brand standards is highly preferred, and familiarity with Lightspeed PMS is a strong plus. This is an evening shift position, typically scheduled from 1:00 PM to 11:00 PM, and is best suited for someone who thrives in a fast-paced, service-intensive environment and leads by example. If you're ready to take the lead in shaping a service-driven culture within a full-service hotel setting, we’d love to welcome you to our team.

Requirements

Education: Have a high school degree with some college or equivalent formal education.
Citizenship: Proof of United States citizenship or authorization to work in the United States.
Language Skills: Command of oral and written use of the English language and can be clearly understood during telephone conversations. Good group presentation abilities.
Transportation: Access to a personal automobile during all hours. Holds a current, valid driver’s license and automobile liability insurance. Maintains a safe driving record. Able to drive company vehicle.
Travel: Available for occasional travel outside of this area.
Equipment Skills: Able to use personal computers with general knowledge of computer word processing, spreadsheets and database management. Able to use calculators, multi

Nice To Haves

Prior experience with Marriott brand standards is highly preferred, and familiarity with Lightspeed PMS is a strong plus.

Responsibilities

Adhere to all Company policies and procedures.
Implement Company policies and assist the management with updating company policies.
Adhere to and implement departmental policies and procedures for telephone, front office, reservations, sundry and guest transportation.
Be knowledgeable of information contained in circulated management reports and financial statements.
Participate in career-oriented continuing education programs as assigned.
Assure the maintenance of accurate, complete and thorough departmental files on topics such as vendors, equipment, supplies, forms, in accordance with company standards for file maintenance.
Assure the maintenance of data relevant to forecasting hotel revenue and departmental expenses.
Supervise the maintenance of record on hotel supplies so inventories are always maintained at a level to achieve guest satisfaction and efficient operations.
Direct the revenue maximization activities of the front desk and reservations departments to achieve the maximum potential room revenue each day.
Assure the maintenance of complete, organized and accurate files of past guest transactions, including folios, registration cards, credit-card vouchers, paid-out slips, government travel orders and other documents.
Maintain departmental expenses within budget limitation, except as approved in advance by the general manager.
Represent the hotel with enthusiasm, professionalism and business-like appearance and demeanor to all hotel guests, clients, prospective clients, agents and the community.
Be knowledgeable on all important hotel features, amenities and services for hotel and its competitors.
Maintain good working relationships with all hotel employees.
Be knowledgeable on hotel room rates and rate setting in all systems
Maintain the confidentiality of proprietary company information, including, but not limited to, hotel performance statistics, information about agreements with clients, information about prospective business, hotel financial information and employee personal and salary information throughout and after employment by the hotel.
Provide guidance and feedback to subordinates in order to improve their work performances.
Recruit, orient, train and supervise capable employees in the positions of guest service agent, night auditor, reservations agent and van driver.
Supervise all front desk, telephone, guest-transportation, reservations and night-audit activities to assure the highest level of friendly and professional guest service.
Supervise all front desk, telephone, guest-transportation, reservations and night-audit activities to assure that all financial controls are strictly followed.
Continually communicate formally and informally with subordinates regarding company and departmental operating philosophy and policies.
Be knowledgeable on hotel safety, security and emergency equipment and procedures.
Implement and enforce the departmental and hotel policies and procedures described in the company’s Safety, Security and Emergency Procedures Manual.
Assure the presence of well-trained staff on the issues of safety, security and emergency procedures.
Maintain the security of guestroom and administrative keys.