Guest Services Manager

Country Club Lodging, LLC•Kansas City, MO

8d•Onsite

About The Position

CASCADE HOTEL KANSAS CITY GUEST SERVICES MANAGER Join the team at Cascade Hotel Kansas City, a Marriott Tribute Portfolio Hotel located in the heart of the Country Club Plaza. Featuring 177 luxury guest rooms, over 15,000 square feet of event space, signature dining experiences, and a vibrant rooftop venue, Cascade Hotel delivers exceptional hospitality through personalized service, thoughtful experiences, and a commitment to excellence. We believe exceptional guest experiences begin with exceptional associates. If you are passionate about hospitality, service, and creating memorable moments, we'd love to hear from you. We are seeking a Guest Services Manager to join our leadership team. This position plays a key role in overseeing front office operations, supporting hotel-wide service excellence, and ensuring exceptional guest experiences. The Guest Services Manager serves as a leader on duty, supports associate development, and helps drive operational consistency across the hotel. Position Summary The Guest Services Manager is responsible for supervising Front Office operations while providing leadership support across all operational departments. This role oversees guest arrivals and departures, guest recovery efforts, associate coaching, and daily operational execution. The ideal candidate is a hospitality professional with strong leadership skills, excellent guest service instincts, and the ability to thrive in a fast-paced luxury hotel environment.

Requirements

Minimum 3 years of hotel operations or hospitality leadership experience.
Previous Front Office supervisory or management experience.
Strong guest service, guest recovery, and conflict resolution skills.
Experience leading and developing associates in a service-focused environment.
Proficiency with Microsoft Office applications.
Experience with LightSpeed PMS or a comparable hotel property management system.
Successful completion of a background check is required as a condition of employment.
Ability to stand, walk, bend, and move throughout the property for extended periods.
Ability to occasionally lift, carry, push, or pull up to 25 pounds.
Maintain professional appearance, grooming, and leadership standards.

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, or a related field.
Marriott brand experience.
Experience working in a luxury, lifestyle, or full-service hotel environment.
Bilingual communication skills, including Spanish, are a plus.

Responsibilities

Lead daily Front Office operations and ensure exceptional guest service standards are consistently maintained.
Assist guests with check-in, check-out, reservations, and service requests as needed.
Monitor guest satisfaction and proactively resolve service concerns and guest recovery situations.
Supervise, coach, and support Front Desk and Guest Services associates.
Assist with recruiting, onboarding, training, scheduling, and performance management of team members.
Support payroll administration, timecard review, and labor management initiatives.
Ensure compliance with hotel policies, procedures, cash handling standards, and operational controls.
Partner with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest experiences.
Conduct daily operational walkthroughs and ensure hotel standards are maintained throughout the property.
Maintain accurate records, reports, and operational documentation.
Assist with VIP arrivals, special requests, group arrivals, and event-related operations.
Serve as Manager on Duty and respond to guest, associate, and operational issues as needed.
Support hotel leadership in achieving guest satisfaction, revenue, and operational goals.
Perform additional duties as assigned.