Guest Services Manager

Guest Service Manager

Fairfield Inn & Suites Memphis Collierville is seeking a Guest Service Manager to support the daily operations of our 110-room select-service Marriott hotel. This position is ideal for a hospitality professional who enjoys leading a team, working with guests, staying organized, and helping ensure the hotel runs smoothly each day.

The Guest Service Manager will work closely with the General Manager and hotel team to support front desk operations, guest service, team communication, and daily follow-up. This is a hands-on role that requires a strong service mindset, good judgment, and the ability to lead by example.

Responsibilities

• Support daily hotel operations with a focus on guest service and front office leadership.
• Lead, coach, and support front desk and guest service team members.
• Assist with guest arrivals, departures, reservations, room status, guest requests, and service recovery.
• Respond to guest concerns in a professional and timely manner.
• Help ensure front desk procedures, cash handling, key control, and guest service standards are followed.
• Support scheduling, shift coverage, team communication, and daily task completion.
• Work closely with housekeeping, maintenance, breakfast, sales, and other departments to support guest needs.
• Assist the General Manager with administrative tasks, reporting, billing follow-up, supply needs, and other operational duties as assigned.
• Help maintain a clean, organized, and welcoming lobby, front desk, and guest-facing environment.
• Support Marriott brand standards, company policies, safety procedures, and overall hotel goals.
• Serve as Manager on Duty when assigned.

Qualifications

• Prior hotel experience is required.
• Front desk, guest service, or hotel operations experience preferred.
• Previous supervisory or leadership experience preferred.
• Marriott or select-service hotel experience is a plus.
• Strong guest service, communication, and problem-solving skills.
• Ability to lead and support a team in a busy hotel environment.
• Strong organization, follow-through, and attention to detail.
• Professional appearance and demeanor.
• Ability to work a flexible schedule, including days, evenings, weekends, and holidays.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift, carry, push, or pull up to 25 pounds occasionally.
• Ability to use a computer, phone, printer, key system, and standard office equipment.
• Ability to respond to guest, associate, or property needs as they arise.

Full-time. Classification as hourly or salaried will be determined based on company structure, property needs, and applicable wage and hour requirements.

We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law. We are committed to creating an inclusive environment for all employees.