Guest Service Manager

Position Summary

The Guest Service Manager plays a critical role in delivering an exceptional experience for every guest from arrival to departure. This leadership position oversees front-desk operations, guest relations, and team performance, ensuring the high hospitality standards of the Holiday Inn and IHG brand are consistently maintained. This is a full time position with benefits including double-pay on certain holidays and amazing hotel discounts of IHG properties throughout the world.

Job Type & Schedule

- Status: Full-Time

- Schedule: Flexible schedule required (including mornings, evenings, weekends, and holidays based on operational needs).

Key Responsibilities

- Supervise, mentor, and schedule guest service representatives and night audit personnel to ensure seamless daily operations.

- Maintain expert-level proficiency in the OPERA property management system to oversee reservations, check-ins, billing, and room inventory.

- Resolve guest complaints and escalations promptly and professionally, turning challenges into positive experiences.

- Ensure compliance with all Holiday Inn and IHG brand standards, service metrics, and safety protocols.

- Conduct regular team training sessions focusing on Guest Love , loyalty program enrollment (IHG One Rewards), and stellar service delivery.

- Manage daily cash postings and reconciliations.

Required Qualifications

- System Experience: Proven, hands-on experience utilizing the OPERA Property Management System (PMS) is required. IHG Brand knowledge is a plus.

- Leadership: Minimum of 1–2 years of supervisory or management experience within the hospitality or guest services industry.

- Flexibility: Full availability to work open, closing, weekend, and holiday shifts as required by a 24/7 hotel operation.

- Communication: Excellent verbal and written communication skills with a strong command of professional customer service etiquette.

- Problem Solving: Ability to multi-task, adapt to fast-paced environments, and resolve operational or guest conflict efficiently.

Benefits & Perks

Part Time Benefits

- PTO with immediate accrual

- Access 50% of your wages prior to payday

- Discount program for car rentals, travel, entertainment, etc.

- Hotel Discounts Worldwide

- 401(k) with immediate match

- Double Time for select Holidays

- Employee Assistance Program (EAP)

Full Time Benefits - all part time plus:

- Health Insurance

- Dental Insurance

- Vision Insurance

- Basic Life/AD&D and Supplemental Life Insurance