Guest Service Manager

GEN HOTELS•Lawrence, IN

19d

About The Position

The Guest Service Manager manages Front Desk operations to ensure quality service and standards while delivering a strong 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 Rooms and Guest Services operations, supports staff development and performance, collaborates across hotel departments, and helps maintain guest satisfaction, property cleanliness, accurate billing, and compliance. The position also manages departmental budgets and forecasting, room availability coordination, inspections, brand standards, and the Manager on Duty schedule.

Requirements

Experience in hotel Housekeeping and Front Desk supervisory positions is required.
Must be guest-focused, creative, and able to problem-solve during challenging situations.
Must be 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.
Provide 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 appropriate corrective actions.
Ensure guest billing is accurate and complete daily, weekly, and monthly accounting responsibilities.
Coordinate with Sales to manage occupancy and group room blocks while balancing room-type availability.
Complete 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 Accounting and maintain the department expense budget.
Ensure Brand Standards are followed and maintained in each department.
Participate in all Quality Inspections.
Participate in the Manager on Duty Program and prepare the monthly manager-on-duty schedule.
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 regulations.