Hotel Guest Service Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Full Time Clerical Embassy Suites Charlotte, Charlotte, NC, US 7 days ago Requisition ID: 7112 Salary Range: $19.00 To $20.00 Hourly We offer Daily pay! Access up to 50% of your earned wages after every shift. The Embassy Suites by Hilton , located near the Charlotte Airport , is hiring for a full-time Guest Service Manager . The person hired for this position will need flexibility to work any shift; weekday and weekend availability is required. Position Summary The Guest Service Manager is responsible for delivering exceptional guest experiences by overseeing guest relations, supporting front office operations, and leading service recovery efforts. This role serves as a key resource for guests and team members, ensuring that all interactions reflect the highest standards of hospitality. The Guest Service Manager works closely with the Front Office team to maintain efficient daily operations while proactively addressing guest concerns and fostering a positive guest experience from arrival through post‑stay. Key Responsibilities Guest Relations Respond promptly and professionally to guest surveys and online reviews. Manage day‑to‑day guest assistance, ensuring timely resolution of guest concerns and service recovery opportunities. Oversee and manage the Stay Experience platform to enhance guest engagement throughout their stay. Resolve in‑house and post‑stay guest complaints, requests, and inquiries with professionalism and empathy. Monitor and manage guest communications through the Kipsu messaging platform. Build positive relationships with guests and ensure a consistently high level of customer satisfaction. Identify trends in guest feedback and recommend improvements to enhance the overall guest experience. Front Office Operations Provide daily leadership, guidance, and support to the Front Desk team. Ensure smooth and efficient front office operations while maintaining brand and property service standards. Assist with front desk coverage during peak business periods and staffing shortages as needed. Respond to front office–related emails, phone calls, and voicemail in a timely and professional manner. Coordinate with other hotel departments to ensure seamless guest service and operational efficiency. Escalate significant guest concerns or operational issues to the Assistant General Manager or General Manager when appropriate. Support training and coaching efforts to promote excellent guest service and team performance. Qualifications Previous experience in hotel front office, guest services, or hospitality management preferred. Strong customer service and conflict resolution skills. Excellent verbal and written communication abilities. Ability to remain calm and professional in high‑pressure situations. Experience with hotel property management systems and guest communication platforms is preferred. Strong organizational skills with the ability to multitask and prioritize effectively. Flexible schedule, including availability to work evenings, weekends, and holidays as business demands. Core Competencies Guest-focused mindset Problem‑solving and decision‑making Professional communication Conflict resolution and service recovery Organization and time management Adaptability and teamwork

JOB SETTING AND PHYSICAL DEMANDS

Employees in this position work primarily indoors. To perform the job successfully the candidate must be able to use a computer and other standard office equipment, talk to customers on the phone, and maintain a calm demeanor when dealing with customer issues. Employees must also be able to walk and stand for long periods of time. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements. Disclaimer This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed. EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status. #J-18808-Ljbffr Sree Hotels, L.L.C.