Guest Service Manager

Job Description

Job Description

JOB DESCRIPTION

POSITION TITLE: Guest Service Manager

REPORTS TO: General Manager

POSITION SUMMARY

The Guest Service Manager is a dynamic, multi-dimensional role responsible for

coordinating front desk activities, managing reservations, and ensuring the complete

satisfaction of all guests. This role involves handling communications across departments,

managing guest requests, and supporting front-of-house operations.

WHO IS THIS POSITION FOR?

The Guest Service Manager role is ideal for someone who:

• Thrives in a fast-paced environment, handling multiple tasks simultaneously.

• Is passionate about guest service and can lead by example, maintaining a positive

and welcoming atmosphere.

• Has strong communication and leadership skills, with the ability to train, supervise,

and support front desk staff.

• Enjoys problem-solving and is capable of managing guest inquiries and escalations

efficiently.

WHY WORK FOR US?

• Competitive salary with opportunities for performance-based bonuses.

• Vacation / Sick / Bereavement / Holiday Pay.

• Health/Vision/Dental Insurance.

• Life / STD Insurance.

• 401k Program.

• Employee Discounts (Brand Hotels & Company Hotels).

• Free, Third-Party Employee Assistance Program (personal and professional).

• Growth opportunities within Vista Host’s portfolio of properties.

DUTIES AND RESPONSIBILITIES

• Ensure the front desk is tidy and fully stocked with necessary materials (e.g., key

cards, guest packets, etc.).

• Train, supervise, and support front desk staff, ensuring that all front-of-house

positions are covered throughout shifts.

• Recruit and train new employees to maintain a high level of guest service.

• Create, organize, and manage schedules for all front office employees.

• Assign tasks and monitor front desk performance to ensure timely, accurate

customer service.

• Handle guest complaints and specific requests, providing prompt and effective

resolutions.

• Troubleshoot emergencies and unexpected situations as they arise.

• Monitor office supplies and place orders as needed to maintain adequate stock

levels.

• Review and respond to in-house and third-party guest reviews, ensuring feedback is

addressed constructively.

• Perform other duties as assigned by management.

POSITION REQUIREMENTS

• Must be able to communicate effectively in English, both written and verbally.

• Must be able to stand for long periods.

• Must be able to lift up to 20 lbs.

• Previous front desk or guest service experience is preferred, but not required

The Vista Host Promise: We will inspire unlimited potential for every Vista Host associate and hotel guest. We will do this by serving all whom we encounter with genuine kindness and exceptional hospitality. With these efforts, we will empower, and always advocate for, every person’s experience to result in their heartfelt desire to return.