Guest Services Manager

Stonebridge Hospitality Management•Huntersville, NC

21d•$56,000 - $60,000

About The Position

The Guest Services Manager leads and inspires the front-of-house team to deliver exceptional guest experiences while maintaining operational and brand excellence. Reporting to the Assistant General Manager, the role oversees daily operations across the Front Desk, Guest Experience, Night Audit, and F&B. The manager balances operational rigor with hospitality by driving guest satisfaction, resolving escalations with empathy, managing room and supply inventory and daily reconciliations, and fostering a service-oriented culture through onboarding, coaching, and compliance training.

Requirements

2–3+ years of progressive front office or guest services experience in select-service or full-service hotels, including at least 1 year in a supervisory or lead capacity.
Proficiency with modern property management systems, such as Opera Cloud, and standard hospitality reporting, inventory, and audit tools.
Strong interpersonal skills, with demonstrated ability to de-escalate conflicts, motivate hourly teams, and communicate across departments.
Ability to work varied shifts, including mornings, evenings, weekends, and holidays, as operational needs require.

Responsibilities

Direct daily front desk, lobby, and F&B operations, ensuring smooth check-in and check-out, VIP recognition, and high standards of guest interaction.
Onboard, train, schedule, and mentor guest service agents, night auditors, and F&B team members; reinforce brand service standards and monitor compliance through internal learning systems.
Monitor guest feedback and review channels, and handle complex guest service recoveries promptly and professionally.
Collaborate with housekeeping, engineering, and sales to optimize room availability, manage room blocks, and support daily upsell and revenue goals.
Supervise daily shift reconciliations, cash handling, and night audit balancing; ensure compliance with standard operating procedures and property management system workflows.
Serve as the primary Manager on Duty during assigned shifts, ensuring guest safety, key control integrity, and rapid response to property emergencies.