Hotel Guest Services Manager

Indus Hospitality Group, Inc•Village of Brockport, NY

About The Position

The Guest Service Manager oversees front desk and guest services operations to ensure exceptional guest experiences from arrival through departure. The role supervises front office staff, handles guest concerns, manages room inventory, and coordinates with other departments to meet guest needs efficiently. The manager sets service standards, leads by example, and ensures the team provides friendly, responsive, professional service in accordance with brand expectations and hotel policies. The position also includes administrative and operational work such as monitoring guest satisfaction and service trends, processing departmental payroll, maintaining supply inventories, and handling accounting and purchasing functions. The manager helps maintain front-office and lobby cleanliness and checks fixtures, equipment, and conditions for proper operation, reporting deficiencies as needed.

Requirements

One to three years of related experience and/or training.
Associate's degree or equivalent from a two-year college or technical school, or an equivalent combination of education and experience.
Ability to occasionally lift and/or move up to 50 pounds.

Responsibilities

Assign duties and shifts to associates and observe their performance to ensure compliance with hotel policies and operating procedures.
Ensure proper cash and key control procedures are followed.
Answer inquiries about hotel policies, services, and available service hours.
Attend staff meetings to discuss company policies and guest complaints and recommend service and operational improvements.
Perform front desk duties as needed.
Exceed guest expectations by providing exemplary service.
Provide guests with information about hotel services and hours, including restaurant, lounge, and room service.
Maintain effective departmental communication through logs, daily stand-up meetings, and monthly department meetings.
Ensure brand standards and initiatives are implemented and followed.
Monitor service trends using guest satisfaction results, process department payroll, maintain supply inventory, and handle accounting and purchasing functions, including Market/Pantry costs and inventory levels.
Maintain up-to-date records and files.
Ensure the cleanliness of the front office, lobby, and surrounding areas.
Assist in checking fixtures, equipment, and conditions such as lighting, music, heating and cooling, furniture, and wallpaper; report deficiencies.
Directly supervise Front Office Department associates in accordance with organizational policies and applicable laws.
Interview, hire, and train associates; plan, assign, and direct work; appraise performance; reward and discipline associates; and address complaints and resolve problems.