Guest Services Manager

Hotel Equities Group, LLC•Kansas City, MO

20d

About The Position

Hotel Equities is seeking a Guest Services Manager to oversee day-to-day guest services and front office operations while ensuring an exceptional guest experience. The role provides leadership and support to front office associates, resolves guest concerns, maintains service standards, and helps ensure efficient, professional operations in accordance with hotel and brand standards. The manager also supports the team in meeting guest satisfaction, revenue, service, and operational goals.

Requirements

Previous hotel, guest services, front office, or hospitality experience required.
Strong guest-service and communication skills.
Ability to resolve guest concerns and service issues professionally.
Strong organizational, problem-solving, and time-management skills.
Ability to lead, coach, and motivate associates in a fast-paced environment.
Ability to work independently and as part of a team.
Professional appearance and demeanor.
Ability to work flexible hours, including evenings, weekends, and holidays, as needed.
Ability to stand and walk for extended periods and frequently sit, stand, bend, reach, and move throughout the hotel.
Ability to occasionally lift, carry, and maneuver supplies and equipment, including lifting up to 25 pounds.
Ability to work in a fast-paced environment and remain professional while handling multiple priorities.
Ability to use computers, phones, handheld devices, and other hotel technology throughout the workday.

Nice To Haves

Previous supervisory or leadership experience.
Experience with Property Management Systems (PMS), Point-of-Sale (POS) systems, guest messaging and communication platforms, online travel agency (OTA) and reservation systems, Microsoft Office Suite, and mobile or handheld hotel communication tools.

Responsibilities

Provide leadership, direction, and support to Guest Services and Front Office associates.
Oversee daily guest services operations, including check-in, check-out, reservations, room assignments, and guest requests.
Ensure guests receive a warm, professional, and welcoming experience throughout their stay.
Monitor guest satisfaction and respond promptly and professionally to questions, concerns, and service recovery opportunities.
Resolve guest issues and complaints with appropriate judgment, urgency, and follow-through.
Assist with training, coaching, and development of Guest Services associates to ensure consistent service and operational standards.
Monitor front desk operations, lobby presentation, and guest service areas for cleanliness, organization, and compliance with brand standards.
Coordinate with Housekeeping, Maintenance, Food & Beverage, and other hotel departments to address guest needs efficiently.
Review and maintain accurate guest information, room status, billing, and payment details according to hotel procedures.
Assist with daily operational reports, cash handling, deposits, and other front office administrative responsibilities.
Support the management team in achieving guest satisfaction, revenue, service, and operational goals.
Monitor staffing levels and assist with scheduling to ensure appropriate coverage based on business needs.
Promote hotel amenities, services, and programs and identify opportunities to enhance the guest experience.
Ensure compliance with hotel policies, brand standards, safety procedures, and applicable regulations.
Communicate important guest, operational, and maintenance information to appropriate hotel leadership and departments.
Perform other duties as assigned.