Hotel Guest Services Manager

Indus Hospitality Group, Inc • Town of Victor, NY

2d

About The Position

The Hotel Guest Services Manager oversees front desk and guest services operations to provide exceptional guest experiences from arrival through departure. The role supervises front office staff, addresses guest concerns, manages room inventory, and coordinates with other departments to meet guest needs efficiently. The manager establishes service standards, leads by example, and ensures the team provides friendly, responsive, professional service consistent with brand expectations and hotel policies.

The position also involves administrative work, including monitoring guest satisfaction and service trends, processing department payroll, maintaining supply inventory, and handling accounting and purchasing functions. The manager maintains records, ensures effective departmental communication, supports front desk duties as needed, and helps maintain the cleanliness and proper operation of the front office, lobby, and surrounding areas.

The manager directly supervises Front Office associates and performs supervisory duties in accordance with organizational policies and applicable laws, including interviewing, hiring, training, assigning and directing work, appraising performance, rewarding and disciplining associates, and resolving complaints and problems.

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, observe their performance, and ensure compliance with hotel policies and operating procedures.
• Ensure proper cash and key control procedures are followed.
• Answer inquiries about hotel policies and services.
• Attend staff meetings to discuss company policies and guest complaints and recommend service and operational improvements.
• Perform Front Desk duties as needed.
• Provide exemplary service and exceed guest expectations.
• Inform guests about available hotel services and their hours, including restaurant, lounge, and room service.
• Maintain effective departmental communication through logs, daily stand-up meetings, and monthly department meetings.
• Implement and uphold brand standards and initiatives.
• Monitor service trends using guest satisfaction results.
• Process department payroll; maintain accurate 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 for proper operation, settings, and maintenance, and report deficiencies.
• Directly supervise Front Office associates.
• Interview, hire, and train associates; plan, assign, and direct work; appraise performance; reward and discipline associates; and address complaints and resolve problems.

Benefits

• The company describes a supportive, inclusive culture and opportunities for personal and professional growth, with tools and resources to thrive in the role.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree