Truist Leadership Institute Guest Services Manager

Truist • Greensboro, NC

1d

About The Position

The Guest Services Manager oversees the day to day operations of the hospitality segment at the Truist Leadership Institute, ensuring an exceptional and seamless experience for all guests and program participants. Serving as the Manager on Duty in the absence of other department leaders, this role provides operational leadership, staff oversight, and service excellence across all guest-facing functions. This position manages a team of five teammates, including conducting performance reviews, creating staffing schedules, and providing ongoing coaching and support. The Manager coordinates the preparation and printing of class materials, sets up meeting spaces, and partners closely with vendors and other departments to maintain smooth operational flow. Responsibilities include conducting room inspections, addressing light maintenance needs, submitting work orders to external maintenance partners, and assisting with room-related issues. The Manager also provides oversight of housekeeping operations during hours when the Housekeeping Manager is unavailable. This position will primarily work 2nd shift hours, Sunday-Thursday but needs to be flexible with hours based on work needs. Hours will frequently vary each week.

Requirements

• High school degree or equivalent
• Three years of experience in hotel management, preferably in a full-service hotel environment
• Demonstrated leadership ability
• Strong problem-solving and critical thinking skills
• Ability to work with minimum supervision, performing multiple tasks simultaneously, while meeting tight deadlines with strong attention to detail
• Strong quality orientation and organizational skills
• Ability to deal discreetly with confidential or sensitive information
• Excellent interpersonal skills and the ability to deal effectively with diverse people
• Excellent verbal and written communication skills
• High degree of professionalism
• Flexibility to work nights and weekends as seen necessary

Nice To Haves

• Bachelor’s degree in Hospitality Management
• Experience in opening, or re-positioning of a hotel.
• Experience with inspections and certifications related to hospitality
• Experienced in various property management systems and the systems they interface with ( i.e. Oracle, MICROS, Amadeus, Assa Abloy)
• ServeSafe certified

Responsibilities

• Provide leadership and direction to the Leadership Institute front desk associates.
• Perform duties associated with managing staff, including selection, termination, performance evaluations, coaching, disciplinary action, and professional development.
• Ensure associates provide exceptional client service to both internal and external clients.
• Develop and implement front desk operational processes that are well defined and optimized for efficiency, accuracy and completeness.
• Work closely with the Leadership Institute’s Hospitality Manager to ensure consistent leadership is being given to the hospitality staff.
• Serve as manager on duty when respective departmental managers are not available.
• Handle complaints and oversee service recovery procedures.
• Preform basic facility maintenance tasks as necessary.
• Perform routine inspections of classrooms and public spaces to include (landscaping, decks and parking lot).
• Assist with the setup of classrooms and meeting space, to include setting up meeting space, moving furniture, boxes, etc

Benefits

• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees