Guest Service Manager

Job Description

Job Description

About Us

Just off the Florida Turnpike, our two Hilton hotels sit side by side at the gateway to the Florida Keys, Everglades National Park, and Biscayne National Park. Home2 Suites serves extended-stay and business travelers. Tru by Hilton is a fun, budget-friendly brand for road-trippers and families. Together we welcome guests from around the world, and we’re looking for a hands-on leader to make every arrival feel easy.

You’ll build your career with one of the most respected names in hospitality. As part of the Hilton family, you get proven systems, brand training, and experience that opens doors anywhere in the industry. Leading both Home2 Suites and Tru by Hilton gives you experience across two brands and a bigger team, which is excellent preparation for an Assistant General Manager or General Manager role.

The Role

The Guest Service Manager leads the front desk and guest experience at both hotels. You’ll coach and schedule the front office team, solve problems in real time, and drive the guest satisfaction scores that keep our hotels competitive. This role is about being visible, being in the lobby, and leading by example.

What You’ll Do

• Lead, hire, train, and schedule Guest Service Representatives and Night Auditors at both properties
• Keep front desk operations running smoothly 24/7, including check-in, check-out, reservations, and payments
• Resolve guest concerns quickly and professionally, and turn complaints into loyal guests
• Monitor and improve guest satisfaction scores and respond to online reviews
• Promote Hilton Honors enrollment and upsell room types to grow revenue
• Manage credit limits, direct billing, and daily audit reports
• Work closely with Housekeeping, Maintenance, and Breakfast teams to make sure rooms and public areas meet Hilton brand standards
• Handle group and extended-stay accounts, including VIP guests and Hilton Honors members
• Make sure the team follows brand standards, safety and security procedures, and hurricane preparedness plans
• Cover front desk shifts when needed and serve as Manager on Duty on a rotating basis

What You’ll Bring

• 2+ years of hotel front office experience, with at least 1 year in a supervisory or leadership role
• Experience with Hilton's PEP reservation system strongly preferred (Opera or other major PMS considered)
• Strong communication, problem-solving, and coaching skills
• Bilingual English/Spanish strongly preferred
• Comfort with numbers and basic reports
• Flexible availability, including weekends, holidays, and occasional overnight shifts
• A positive, calm, guest-first attitude, even on the busiest days
• High school diploma or equivalent required; hospitality degree a plus

What We Offer

• Competitive pay: $21 - $22 an hour
• UHC Health, Dental, and Vision insurance offered
• Paid time off accrual
• Hilton Team Member Travel Program discounts at hotels worldwide