Guest Services Manager

HRI Hospitality • Nashville, TN

2d

About The Position

The Guest Services Manager oversees the Front Office department at Hilton Tempo, a 306-room hotel in Nashville with 12,000 square feet of meeting and event space. The hotel features multiple on-site restaurants, a social lounge, a rooftop outdoor pool with a bar, a fitness center, and concierge services. In a modern, lifestyle-focused urban setting, the manager helps deliver memorable stays for business and leisure travelers.

The role supervises Front Office Associates and reports to the General Manager. It is responsible for front office operations, team leadership, guest satisfaction, financial accuracy, interdepartmental coordination, and compliance with safety, security, and brand policies. The manager also supports the Director of Rooms with administrative work, budgeting, and operational planning.

Requirements

• High school diploma or equivalent.
• At least 3 years of progressive front office or guest services experience in a hotel environment.
• At least 1 year of supervisory or management experience.
• Strong leadership and interpersonal communication skills.
• Excellent problem-solving, decision-making, and conflict-resolution abilities.
• Advanced organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.
• Ability to lead by example and motivate a diverse team.
• Flexibility to work a variety of schedules, including weekends and holidays.

Nice To Haves

• Experience with hotel property management systems such as OnQ, Opera, or similar.

Responsibilities

• Oversee front office operations, including guest arrivals, departures, and service delivery.
• Supervise, train, and coach front desk staff to meet departmental goals and service standards.
• Manage scheduling, payroll approvals, labor critiques, and daily performance evaluations.
• Resolve guest complaints promptly and professionally to ensure satisfaction.
• Monitor and verify accuracy in cash handling, billing, and reporting.
• Coordinate with Housekeeping, Maintenance, and other departments to support efficient operations.
• Ensure compliance with safety, security, and brand policies.
• Support the Director of Rooms with administrative tasks, budgeting, and operational planning.
• Perform additional duties as assigned by management.

What This Job Offers

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