Guest Services Manager salary $50,000 to $60,000

This is a full-time benefited position.

About the role

The Guest Services Manager leads the daily operations of the Front Desk and Housekeeping departments to ensure exceptional guest experience, efficient operations, and high-quality lodging services. This position oversees guest service delivery, housekeeping standards, staffing, training, scheduling, and operational processes while fostering a culture aligned with the Institute’s mission and hospitality standards. The Guest Services Manager serves as a key operational leader, ensuring coordination between departments, maintaining quality standards across lodging facilities, and supporting the financial performance and guest satisfaction goals of the Institute.

Responsibilities

• Manage day-to-day front desk operations to ensure exceptional guest service and adherence to Institute standards.
• Oversee guest arrival, departure, reservations, room assignments, and lodging-related communications.
• Resolve guest concerns, complaints, and service recovery issues in a timely and professional manner.
• Ensure front desk procedures, administrative processes, and reporting requirements are completed accurately and efficiently.
• Maintain knowledge of Institute programs, events, facilities, policies, and guest amenities.
• Ensure recreational amenities and guest resources managed through the Front Desk are maintained and available for guest use.
• Monitor staffing levels and operational needs to ensure consistent guest service coverage.
• Perform front desk duties as needed during staffing shortages, peak demand periods, or special events.

Housekeeping Operations

• Provide leadership and oversight to the Housekeeping Supervisor and department.
• Establish and maintain housekeeping standards that ensure guest rooms, public spaces, and lodging facilities meet quality expectations.
• Monitor housekeeping performance through inspections, audits, and guest feedback.
• Collaborate with the Housekeeping Supervisor to develop schedules, staffing plans, and departmental workflows.
• Ensure effective inventory management of linens, cleaning supplies, guest room amenities, and related materials.
• Coordinate with Facilities and Maintenance staff to address lodging-related repair needs and guest room deficiencies.
• Support continuous improvement initiatives that increase efficiency, consistency, and service quality.

Leadership and Staff Development

• Recruit, train, coach, develop, and evaluate front desk employees.
• Partner with the Housekeeping Supervisor in the development, coaching, and performance management of housekeeping staff.
• Foster a positive, team-oriented culture that reflects the Institute’s Core Values.
• Assist the Director of Hospitality with staffing plans, succession planning, employee relations matters, and departmental goals.
• Conduct regular departmental meetings and training sessions.
• Promote collaboration between Front Desk, Housekeeping, Facilities, FOH, and Conference Services teams.
• Monitor departmental expenses and identify opportunities for operational efficiencies.
• Assist with budget planning and management for Front Desk and Housekeeping operations.
• Ensure accurate recordkeeping, reporting, and compliance with Institute policies and procedures.
• Track guest service metrics, lodging trends, and departmental performance indicators.

Guest Data Management & CRM (Salesforce)

• Ensure consistent use of Salesforce, the Institute’s CRM, as the system of record for all guest interactions.
• Oversee and lead continuous improvement of front desk processes to capture and maintain accurate guest information for all visitors, including overnight, non-overnight, and public site guests (Legacy Gallery, Legacy Theatre, and Memorial).
• Train, empower, and hold accountable staff to maintain data accuracy, completeness, and consistency within Salesforce.
• Monitor data quality and support reporting on guest activity, lodging utilization, and overall guest experience.
• Identify and implement continuous improvements to guest service processes, data capture practices, and use of Salesforce.
• Collaborate cross-departmentally to ensure continuity between all guest services, conference services, hospitality, and business development processes throughout the Institute's Salesforce ecosystem.

Requirements

• High school diploma or GED.
• Three (3) years of hospitality, lodging, guest services, housekeeping, or related operational experience.
• Previous supervisory experience.
• Strong leadership and supervisory skills.
• Excellent customer service and conflict resolution abilities.
• Effective verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced hospitality environment.
• Proficiency with Microsoft Office and hospitality management systems.
• Knowledge of lodging operations, housekeeping standards, and guest services best practices.
• Commitment to the Institute’s mission, values, and service culture.

Preferred Qualifications

• Associate's or Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Experience managing both guest services and housekeeping operations.
• Five (5) or more years of relevant work experience.

Work Environment & Physical Requirements

• Ability to sit, stand, and walk for extended periods (up to 8 hours per day).
• Ability to lift up to 25 pounds occasionally.
• Ability to work evenings, weekends, and holidays as operational needs require.
• Frequent interaction with guests, staff, vendors, and Institute stakeholders.

Pay

$50,000 to $60,000 per year.