Guest Service Manager

HRI Hospitality•San Antonio, TX

About The Position

The Guest Services Manager oversees the daily operations of the Front Office to ensure exceptional guest experiences, efficient processes, and consistent adherence to company and brand standards. The role provides leadership, training, and direction to front desk staff, fosters a positive team environment, and maintains a high level of guest satisfaction. The position supervises Front Office Associates and reports to the General Manager. The manager oversees arrivals, departures, and service delivery; manages scheduling, payroll approvals, and performance evaluations; and supports the Director of Rooms with administrative tasks, budgeting, and operational planning. The hotel has 226 rooms and 12,643 square feet of meeting and event space. Amenities include a complimentary shuttle to and from SeaWorld, multiple on-site dining options, pet-friendly rooms, a fitness center, outdoor games and activities, three heated outdoor pools, and a whirlpool. The property is about five minutes from SeaWorld San Antonio and under 20 minutes from the River Walk and Lackland Air Force Base.

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 achieve departmental goals and maintain service standards.
Manage staff scheduling, payroll approvals, and daily performance evaluations.
Resolve guest complaints promptly and professionally to ensure satisfaction.
Monitor and verify accuracy in cash handling, billing, and reporting.
Coordinate operations with Housekeeping, Maintenance, and other departments to maximize efficiency.
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.