Guest Service Manager

About the role

The Guest Service Manager oversees Front Desk operations to ensure quality service and standards while delivering a stellar guest experience. This position directly supervises the Guest Services team, reports to the General Manager, and is part of the property’s Senior Leadership Team.

Responsibilities

• Oversee all aspects of the operation and service for the Rooms and Guest Services Departments.
• Assure effective orientation and training for new staff and develop activities for experienced staff.
• Provide mentoring, coaching, and regular feedback to improve team member performance and morale.
• Support department managers, including greeting guests, covering shifts, providing direction, and overseeing all aspects of customer service and property cleanliness.
• Work closely with all hotel departments to ensure group, guest, and employee satisfaction.
• Address team member and guest complaints and advise the General Manager about corrective actions.
• Ensure guest billing is accurate; complete daily, weekly, and monthly accounting responsibilities.
• Work closely with the Sales Department to manage occupancy and group room blocks, balancing room type availability.
• Participate in weekly Revenue Management Meetings.
• Complete weekly room and public space inspections with the Executive Housekeeper.
• Complete accurate monthly forecasting for each of the department’s revenue outlets.
• Monitor budget and control expenses with a focus on room rate, guest service scores, and labor cost.
• Review and approve all product invoices before submitting to the accounting department.
• Maintain department expense budget.
• Ensure Brand Standards are followed and maintained in each department.
• Participate in all Quality Inspections.
• Participate in the Manager on Duty Program, with responsibility for monthly scheduling of managers on duty.
• Ensure compliance with all legal requirements, including wage & hour laws and federal, state, and local regulations concerning room safety and sanitation.

Requirements

• Experience in a hotel Housekeeping and Front Desk supervisory position is required.
• Must be guest-focused, creative, and able to problem-solve during challenging times.
• Ability to multitask and make difficult decisions on the spur of the moment.
• Experience with PMS computer systems is required; guest relations skills are essential.
• Previous experience working with budgets and P&L is preferred.
• Must have a valid driver’s license and current insurance.
• Associate’s Degree in Hospitality is a plus.
• Must speak fluent English; bilingual in Spanish is a plus.
• Must have reliable transportation.
• Must be able to regularly work evenings and weekends.

Benefits

• Medical, Dental, and Vision Insurance Options
• Company Paid Life Insurance
• Company Paid Telemedicine
• Supplemental Life Insurance
• 401(k) with company match
• Earned Wage Access (“on-demand pay”)
• Hotel Room Discounts
• Company Paid Employee Assistance Program
• Perks through Benefit Hub
• Generous Time Off Package