Guest Services Manager

Position Summary

The Guest Service Manager oversees daily Front Office operations to ensure seamless check-ins, resolve guest issues, and maintain high service standards. This role leads the Front Desk and Guest Services teams while driving overall guest satisfaction.

Key Responsibilities

• Team Leadership: Supervise, schedule, and train Front Desk, Concierge, and Bell staff; conduct daily shift briefings.
• Guest Relations: Handle high-level guest escalations, manage service recovery, and personally attend to VIPs and loyalty members.
• Daily Operations: Manage room inventory, assist with revenue upselling, and audit billing accuracy.
• Cross-Department Coordination: Work directly with Housekeeping and Maintenance to ensure prompt room availability and maintenance resolution.
• Shift Management: Serve as Manager on Duty (MOD), maintaining property safety and emergency readiness.

Requirements

• Experience: 3-5 years of hotel front office experience, with at least 1 year in a supervisory role.
• Tech Skills: Proficiency with Property Management Systems (PMS) such as Opera, Lightspeed, or OnQ.
• Soft Skills: Outstanding communication, conflict-resolution abilities, and leadership under pressure.
• Availability: Flexible schedule required, including weekends, evenings, and holidays.