About this role
Description
The Guest Service Manager leads front desk and guest service operations, ensuring guests receive friendly, responsive service while maintaining company and brand standards.
Key Responsibilities
- Lead, train, coach, and develop guest service associates.
- Oversee front desk, lobby, and applicable hotel amenity operations.
- Resolve escalated guest concerns promptly and professionally.
- Review guest feedback and implement strategies to improve satisfaction scores.
- Manage schedules, payroll, inventory, supplies, and administrative responsibilities.
- Work with the General Manager to maintain staffing and expenses within budget.
- Ensure compliance with brand standards, company policies, and safety and security procedures.
- Maintain service recovery and communication logs.
- Support hotel operations as staffing needs arise.
- Perform other duties as assigned.
Requirements
Qualifications
- 1+ year supervising at least three associates.
- 2+ years of service industry experience.
- Strong leadership, communication, organization, and problem-solving skills.
- Experience with property management systems and basic computer applications.
- Ability to multitask and remain organized in a fast-paced environment.
- Must meet company security clearance requirements.
Physical & Scheduling Requirements
- Ability to push/pull up to 60 lbs. and lift/carry up to 30 lbs.
- Ability to stand/walk for extended periods, bend, stretch, and reach.
- Flexible availability, including nights and weekends.
- Periodic overnight travel may be required.
- This is an on-site, full-time position.