Guest Services Manager
About The Position
The Guest Services Manager oversees front office staff and operations to support guest satisfaction and hotel performance. The role includes hiring, training, and evaluating team members; setting customer service standards; handling guest complaints and incidents; and promoting hotel services and amenities through upselling strategies to improve occupancy and profitability. The manager develops short- and long-term financial and operational strategies for the guest services department that align with the hotel's overall goals. The position also unifies hotel operations by working closely with other leaders and attending multiple departmental daily huddles. It coordinates games and entertainment and ensures service-recovery tools and resources are available, with team members empowered to provide service across departments. The schedule varies with hotel needs and is primarily evening and weekend Manager on Duty support coverage.
Requirements
- High school diploma or GED required.
- At least 3 years of previous hospitality industry experience.
- At least 2 years managing a team in hospitality or an equivalent customer service role.
- Proven customer service experience and a strong guest-focused mentality.
- Excellent management, communication, and multitasking skills.
Responsibilities
- Oversee front office activities and operations to maintain high guest satisfaction.
- Evaluate front-office team performance; hire, train, encourage teamwork, and establish customer service standards.
- Develop and promote hotel services and amenities through upselling strategies to increase occupancy and profitability.
- Address guest complaints, concerns, and incidents politely, responsively, and in a timely manner.
- Create short- and long-term financial and operational strategies for the guest services department aligned with hotel goals.
- Coordinate hotel operations with other leaders and attend departmental daily huddles.
- Coordinate games and entertainment.
- Ensure service-recovery tools and resources are available and empower team members across departments.
Benefits
- Medical insurance options
- Dental insurance
- Vision insurance
- 401(k) with company match
- Company-provided life insurance
- Tuition assistance
- Paid time off
- Paid holiday time
- Travel discounts
- Competitive pay
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
