Guest Service Manager

Job Description

Job Description

Are you a hospitality leader who thrives on creating exceptional guest experiences and inspiring front desk teams? Do you bring energy, organization, and a passion for sales and service to every shift? If you love coaching others, problem-solving, and going the extra mile for guests, join us as our next Guest Service Manager and help make every stay unforgettable!

• Lead & Inspire – Manage, mentor, and motivate the front office team, including Guest Service Representatives, while celebrating successes and holding team members accountable to 6PM Hospitality and Hilton standards.
• Drive Operational Excellence – Oversee all front office operations, payroll, Café operations, inventory, scheduling, and daily property walk-arounds to ensure smooth and efficient hotel operations.
• Be Guest-Centric – Anticipate and exceed guest needs, resolve concerns professionally, provide property tours, and create memorable experiences that keep guests returning.
• Grow the Business – Prospect new hotel and event business, monitor sales performance, and ensure GSRs are maximizing revenue opportunities.
  

What You’ll Be Doing

• Team Leadership – Hire, train, evaluate, and coach front desk staff; rotate Manager on Duty shifts; conduct monthly department meetings; and maintain strong communication across all departments.
• Front Desk Operations – Oversee daily operations, ensure shifts are covered, audit payroll, manage Hilton Honors point deposits, track inventories, and monitor guest surveys for service recovery opportunities.
• Guest Experience – Greet guests warmly, respond to requests, handle concerns tactfully, provide local information, and ensure every guest interaction is memorable.
• Sales & Revenue – Support property sales through brand standards, lead sub-committees, provide property tours, and assist with group rooming lists and corporate lead follow-ups.
• Café & Back-of-House Oversight – Assist with Café operations, ordering, and compliance with health and safety standards; ensure budgets are maintained.
• Safety & Compliance – Monitor safety conditions, update emergency procedures, and ensure all front office operations comply with company policies and regulations.
• Administration & Reporting – Schedule staff, approve payroll, attend management meetings, and assist with departmental audits and reporting.
• Collaboration & Continuous Improvement – Partner with all hotel departments to maintain high standards, address issues quickly, and implement process improvements.

Who You Are

• Experienced & Knowledgeable – Minimum of 1 year of Guest Service Representative experience with strong understanding of front office operations and hospitality standards.
• A Leader & Mentor – Skilled at coaching, developing, and motivating teams while maintaining accountability and high standards.
• Guest-Focused & Detail-Oriented – Passionate about creating seamless, positive experiences for every guest.
• Flexible & Resilient – Ready to work varied schedules, including evenings, weekends, and holidays, while thriving in a fast-paced environment.
• Physically Capable – Comfortable standing for long periods, walking the property, and assisting with guest needs.
• Tech & Process Savvy – Proficient in basic computer use, record keeping, email, and following structured operational processes.