Guest Service Manager

Hampton Inn•Lafayette, IN

15d

About The Position

The Guest Service Manager leads the front office team in providing warm, personalized service and creating a welcoming environment for guests and associates. This hands-on leadership role oversees front desk operations, guest satisfaction, and team performance, ensuring interactions reflect Ivy Hospitality’s commitment to excellence. The position is responsible for front desk service delivery, staff development, financial processes, policy compliance, coordination with other hotel teams, and improvements to the guest experience. The listed pay range is a placeholder: “[Enter hourly or salary range] based on experience and qualifications.” Benefits eligibility depends on employment status, and full details are shared during the first 30 days. Applicants must be at least 18 years old. Ivy Hospitality is an equal opportunity employer committed to inclusion and diversity and participates in E-Verify.

Requirements

High school diploma or equivalent required.
At least 2–3 years of front desk or hotel operations experience.
Strong leadership skills and ability to motivate and develop a team.
Excellent verbal and written communication skills and a passion for guest service.
Proficiency with hotel property management systems and front office technology.
Strong organizational and multitasking abilities, with attention to detail.
Ability to handle stressful situations professionally and use problem-solving skills.
Applicants must be at least 18 years old.

Nice To Haves

Hospitality or business management training.
Prior supervisory or management experience.

Responsibilities

Lead and inspire the front office team to deliver seamless check-in, check-out, and guest experiences with warmth and professionalism.
Serve as the primary contact for guest concerns, resolve issues efficiently, and ensure guest satisfaction.
Promote genuine hospitality, professional appearance, and welcoming interactions among associates.
Manage daily front desk operations, including reservations, room assignments, and guest requests.
Monitor hotel occupancy, rates, and revenue management strategies, collaborating with sales and revenue teams as needed.
Train, coach, and develop front desk associates.
Conduct daily team huddles to review service expectations, performance goals, and upcoming hotel events.
Oversee front desk cash handling, billing accuracy, and financial reconciliation.
Ensure compliance with front office policies, safety procedures, and brand standards.
Coordinate with housekeeping, maintenance, and food and beverage teams to support seamless guest experiences.
Identify opportunities to improve guest satisfaction and implement service improvements.
Assist with recruiting, hiring, and onboarding front office associates.
Maintain an organized front office and ensure lobby and reception areas are clean, inviting, and stocked with guest amenities.