Guest Service Manager

Holiday Inn Fargo (Brandt)•Fargo, ND

10d

About The Position

The Guest Service Manager is a leadership position responsible for delivering an exceptional guest experience from arrival through departure. The role oversees front-desk operations, guest relations, and team performance while maintaining Holiday Inn and IHG hospitality standards. This is a full-time position with a flexible schedule that may include mornings, evenings, weekends, and holidays based on operational needs.

Requirements

Proven, 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 or guest conflicts.

Nice To Haves

Knowledge of the IHG brand.

Responsibilities

Supervise, mentor, and schedule guest service representatives and night audit personnel to support seamless daily operations.
Maintain expert-level proficiency in the OPERA property management system to oversee reservations, check-ins, billing, and room inventory.
Promptly and professionally resolve guest complaints and escalations.
Ensure compliance with Holiday Inn and IHG brand standards, service metrics, and safety protocols.
Conduct regular team training focused on Guest Love, IHG One Rewards enrollment, and service delivery.
Manage daily cash postings and reconciliations.