Guest Service Manager

Brandt•Fargo, ND

12d

About The Position

The Guest Service Manager leads front-desk operations, guest relations, and team performance to deliver an exceptional guest experience from arrival through departure. The role is responsible for maintaining Holiday Inn and IHG hospitality standards, overseeing reservations and guest transactions in OPERA, and supporting the smooth daily operation of a 24/7 hotel. This is a full-time position with a flexible schedule that may include mornings, evenings, weekends, and holidays.

Requirements

Hands-on experience using the OPERA Property Management System (PMS).
At least 1–2 years of supervisory or management experience in hospitality or guest services.
Availability to work opening, closing, weekend, and holiday shifts as required by a 24/7 hotel operation.
Excellent verbal and written communication skills and professional customer-service etiquette.
Ability to multitask, adapt to a fast-paced environment, and efficiently resolve operational issues or guest conflicts.

Nice To Haves

Knowledge of the IHG brand.

Responsibilities

Supervise, mentor, and schedule guest service representatives and night audit personnel.
Oversee reservations, check-ins, billing, and room inventory using the OPERA property management system.
Resolve guest complaints and escalations promptly and professionally.
Ensure compliance with Holiday Inn and IHG brand standards, service metrics, and safety protocols.
Conduct team training on Guest Love, IHG One Rewards loyalty-program enrollment, and service delivery.
Manage daily cash postings and reconciliations.