Guest Services Manager

Responsibilities

• Support daily hotel operations with a focus on guest service and front office leadership.
• Lead, coach, and support front desk and guest service team members.
• Assist with guest arrivals, departures, reservations, room status, guest requests, and service recovery.
• Respond to guest concerns in a professional and timely manner.
• Help ensure front desk procedures, cash handling, key control, and guest service standards are followed.
• Support scheduling, shift coverage, team communication, and daily task completion.
• Work closely with housekeeping, maintenance, breakfast, sales, and other departments to support guest needs.
• Assist the General Manager with administrative tasks, reporting, billing follow-up, supply needs, and other operational duties as assigned.
• Help maintain a clean, organized, and welcoming lobby, front desk, and guest-facing environment.
• Support Marriott brand standards, company policies, safety procedures, and overall hotel goals.
• Serve as Manager on Duty when assigned.

Qualifications

• Prior hotel experience is required.
• Front desk, guest service, or hotel operations experience preferred.
• Previous supervisory or leadership experience preferred.
• Mariair or select-service hotel experience is a plus.
• Strong guest service, communication, and problem-solving skills.
• Ability to lead and support a team in a busy hotel environment.
• Strong organization, follow-through, and attention to detail.
• Professional appearance and demeanor.
• Ability to work a flexible schedule, including days, evenings, weekends, and holidays.