Guest Experience Manager

Who We Are


Based in San Antonio, Texas, Zachry Hotels is a proven leader in the development, management and ownership of hospitality assets. At Zachry Hotels, we are passionate about hospitality and surround ourselves with team members who share that same passion. Our tenure in the hospitality and hotel industry has provided us the knowledge and key relationships for success in hotel management, operation, and development. We take care of our clients, business partners and each other as family, within a culture of service and accountability, where we do the right thing because it is the right thing to do.


Together We Can Do Great Things® Every Person Matters® This Is More Than A Job®


Position Overview


The Guest Service Manager oversees daily operations of the Front Office and Guest Services departments, including the front desk, bell services, valet (if applicable), and lobby operations. This leadership role ensures exceptional guest service, smooth check-in and check-out processes, effective problem resolution, and coordinated departmental communication. The Guest Service Manager plays a key role in training, coaching, and supporting front-line team members in a full-service hotel environment.


What You'll Do

Front Office & Guest Services Leadership

• Oversee daily front desk and guest services operations to ensure efficient and seamless service.
• Maintain a visible presence in the lobby, assisting guests and supporting the team during peak periods.
• Provide leadership and direction to Front Desk Agents, Bell Attendants, Valet Attendants (if applicable), and Guest Service Agents.
• Ensure brand standards, service guidelines, and operational policies are consistently upheld.

Guest Experience & Service Recovery

• Resolve guest concerns, complaints, and special requests promptly and professionally.
• Monitor guest satisfaction scores and develop action plans to improve service performance.
• Oversee VIP arrivals, group check-ins, and special accommodation needs.
• Build strong relationships with guests through personalized service and follow-up.

Staff Training & Development

• Train and coach team members on service standards, systems, guest communication, and problem-solving.
• Support onboarding, cross-training, and ongoing team development.
• Conduct performance evaluations and provide constructive feedback.
• Promote a positive and collaborative departmental culture.

Operational Efficiency & Communication

• Manage staffing levels based on occupancy forecasts and business needs.
• Coordinate closely with Housekeeping to ensure accurate room status, quick room turns, and timely guest arrivals.
• Communicate effectively with all departments regarding guest needs, emergencies, and operational updates.
• Assist with implementation of new systems, procedures, and service improvement initiatives.

Financial & Administrative Responsibilities

• Assist with daily reconciliation, cash handling procedures, and front desk financial accuracy.
• Support department budgeting, forecasting, and labor management.
• Prepare operational reports and contribute to monthly departmental performance reviews.
• Ensure compliance with hotel policies, internal controls, and audit requirements.

Safety, Security & Compliance

• Maintain lobby and front desk safety, cleanliness, and security at all times.
• Enforce secure handling of guest information, data privacy, and key control procedures.
• Assist with emergency response protocols and guest safety procedures.
• Ensure compliance with all brand, company, and regulatory standards.

Additional Responsibilities

• Participate in leadership meetings and support hotel-wide initiatives.
• Assist with Night Audit processes when needed.
• Perform other duties as assigned to support Front Office and Guest Services operations.
• Maintain reliable and consistent attendance as an essential function of the role.

What You'll Bring

Required Education & Experience

• High School Diploma or equivalent required.

Preferred Education & Experience

• Previous leadership or supervisory experience in Front Office or Guest Services preferred.
• Experience in a full-service hotel environment preferred.
• Experience with Property Management Systems (PMS) and hotel operations preferred.
• Hospitality or business administration coursework preferred.

Required Skills and Abilities

• Strong leadership and communication skills with the ability to motivate and guide teams.
• Excellent guest service and problem-solving abilities.
• Strong organizational and time-management skills with ability to manage multiple priorities.
• Proficiency in PMS systems, POS systems, and Microsoft Office.
• Ability to remain calm, professional, and effective under pressure.
• Ability to communicate in Spanish preferred.
• Ability to stand for extended periods and work flexible schedules.

Other Qualifications

• Flexible availability including nights, weekends, and holidays.
• Professional appearance and adherence to grooming standards.
• Strong commitment to exceptional service and guest satisfaction.

License and Certificate

• CPR certification

Zachry Hotels offers an industry leading benefits package for our employees and their families.

• Medical, Dental, Vision and Life Insurance
• 401K, Paid Leave and Bonus Program
• Company-paid short-term and long-term disability insurance
• Employee assistance program
• Tuition Reimbursement
• And many more

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

?Notice to Staffing Agencies


Zachry Hotels (Zachry) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Zachry, including unsolicited resumes sent to a Zachry mailing address or email address, directly to Zachry employees, or to Zachry's resume database will be considered Zachry property. Zachry will not pay a fee for any placement resulting from the receipt of an unsolicited resume. Zachry will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. Agencies must obtain advance written approval from Zachry's recruiting function to submit resumes, and then only in conjunction with a valid, fully executed contract for service and in response to a specific job opening. Zachry will not pay a fee to any Agency that does not have such an agreement in place. Agency agreements will only be valid if in writing and signed by Zachry's Human Resources Representative or his/her designee. No other Zachry employee is authorized to bind Zachry to any agreement regarding placement of candidates by Agency.