Guest Service Manager

Hampton Inn - Lafayette, IN • Lafayette, IN

15d

About The Position

The Guest Service Manager leads the front office team in providing warm, personalized service and a welcoming environment for guests and associates. This hands-on leadership role oversees front desk operations, guest satisfaction, and team performance to ensure interactions reflect Ivy Hospitality’s commitment to excellence. The position also works with other hotel departments to support seamless guest experiences and ensures front office operations meet applicable policies, safety procedures, and brand standards.

Requirements

• High school diploma or equivalent required.
• At least 2–3 years of front desk or hotel operations experience.
• Strong leadership skills and the 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 point of contact for guest concerns, resolving issues efficiently and ensuring guest satisfaction.
• Foster a welcoming atmosphere and ensure associates demonstrate genuine hospitality, maintain eye contact, and present a polished, professional appearance.
• 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 processes.
• Ensure compliance with front office policies, safety procedures, and brand standards.
• Work with housekeeping, maintenance, and food and beverage teams to support seamless guest experiences.
• Identify opportunities to improve guest satisfaction and implement service improvements.
• Assist in recruiting, hiring, and onboarding front office associates.
• Keep the front office organized and ensure lobby and reception areas are clean, inviting, and stocked with guest amenities.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Quarterly bonus potential of up to 25% of quarterly earnings
• Basic life insurance and AD&D
• Voluntary life insurance
• Voluntary short-term disability
• Voluntary long-term disability
• Critical illness, hospital indemnity, and accident plans
• Pet insurance
• 401(k) match of 100% of associates’ first 6% contributed
• Paid time off, available as it accrues

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED