Guest Services Manager
SUMMARY
The Guest Services Manager assists the Manager in overseeing front office operations and supervising front desk staff on a daily basis. This position is responsible for ensuring exceptional guest service, efficient check-in and check-out processes, staff development, and compliance with company policies and procedures.
Status: Hourly / Non-Exempt
Reports To: Manager
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Oversee day-to-day front office operations to ensure quality service standards are met and guest expectations are exceeded.
- Manage guest concerns, complaints, disputes, and service recovery efforts in a professional and timely manner.
- Foster ongoing communication with team members regarding business objectives, performance expectations, and service standards.
- Ensure monthly inventories are completed accurately and submitted in a timely manner.
- Assist with administrative responsibilities including scheduling, payroll processing, and inventory management.
- Perform all Front Desk duties as needed to support operational requirements.
- Participate in departmental meetings and communicate Front Desk goals, policies, and procedures to staff.
- Assist the Manager with daily operational and administrative tasks.
- Support the recruitment, interviewing, hiring, onboarding, training, and supervision of Front Desk Associates.
- Respond to employee call-outs and time-off requests to ensure adequate staffing coverage. May be required to work outside of scheduled hours, including days off, to maintain operational needs.
- Monitor staff performance and provide coaching, guidance, and corrective action when necessary.
- Ensure compliance with all company policies, procedures, and service standards.
- Perform other duties and responsibilities as assigned.
QUALIFICATIONS
- Hotel experience required
- Basic mathematical skills to understand and interpret operational and financial information.
- Strong customer service skills with the ability to effectively interact with guests, employees, and management.
- Ability to remain calm, professional, and solution-oriented when handling challenging situations or guest concerns.
- Proficiency in hotel property management systems, including Epitome or similar systems.
- Excellent verbal and written communication skills.
- Strong organizational, multitasking, and problem-solving abilities.
- Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
PHYSICAL DEMANDS
- Requires frequent standing, walking, sitting, reaching, grasping, writing, and repetitive hand motions.
- Must be able to hear, speak, and maintain visual awareness necessary to perform job duties.
- Occasionally required to lift, carry, push, or pull up to 40 pounds.
EDUCATION AND EXPERIENCE
- High school diploma or GED required, with a minimum of two (2) years of experience in guest services, front desk operations, hospitality, or a related field.
OR
- Associate degree or higher from an accredited college or university in Hospitality Management, Hotel and Restaurant Management, Business Administration, or a related field; previous hospitality experience preferred.
LANGUAGE SKILLS
- Ability to read, write, speak, and understand English sufficiently to communicate effectively with guests, employees, and management.
- Bilingual skills are a plus but not required.
DISCLAIMER
Management reserves the right to modify, interpret, or apply this job description as necessary to meet business needs. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.
Pay: From $28.00 per hour
Work Location: In person
