Guest Service Manager-TownePlace Suites Wilmington/Wrightsville Beach

Guest Service Manager

TownePlace Suites by Marriott Wilmington/Wrightsville Beach
CMC Hotels

Lead with Hospitality. Inspire Your Team. Elevate Every Guest Experience.

Are you a hospitality leader who thrives on creating memorable guest experiences while developing high-performing teams? Do you enjoy leading by example, coaching others, and ensuring every guest leaves with a reason to return? If so, CMC Hotels has the opportunity you've been looking for.

CMC Hotels is a North Carolina-based hotel management company with more than 35 years of success developing, acquiring, repositioning, and managing award-winning Marriott and Hilton hotels. We believe in Growing People because our associates are the heart of everything we do. Their passion, dedication, and commitment are what allow our hotels to consistently exceed both financial goals and guest expectations.

We are seeking an engaging, service-driven Guest Service Manager to join the leadership team at our TownePlace Suites by Marriott Wilmington/Wrightsville Beach. This individual will lead the Front Office team by creating an exceptional guest experience, developing associates, driving operational excellence, and ensuring brand standards are consistently exceeded.

What We Offer

We believe in taking care of our associates by offering a comprehensive benefits package, based on eligibility, including:

• Paid Vacation
• Paid Personal Leave
• Holiday Pay
• Access to a fully vested 401(k) program with company match
• BCBS Medical Insurance
• Dental Insurance
• Vision Insurance
• Short-Term Disability
• Long-Term Disability
• Marriott Hotel Discounts
• Paid Training and Development
• Career Growth Opportunities within CMC Hotels

Position Summary

The Guest Service Manager is responsible for leading all Front Office operations while creating an outstanding guest experience and fostering a positive, engaging work environment. This role provides daily leadership to the Guest Service team, ensures compliance with Marriott brand standards and company policies, and partners with hotel leadership to maximize guest satisfaction, operational efficiency, and financial performance.

Key Responsibilities

• Lead, coach, motivate, and develop the Guest Service team through daily leadership, training, and performance coaching.
• Oversee all Front Office operations including check-in, check-out, reservations, PBX, guest services, and cash handling procedures.
• Recruit, train, schedule, and mentor Guest Service Representatives while maintaining appropriate staffing levels.
• Ensure exceptional guest satisfaction by responding to guest concerns promptly, professionally, and effectively.
• Monitor and improve guest satisfaction scores through service recovery, coaching, and continuous process improvement.
• Maintain strong communication and collaboration with Housekeeping, Maintenance, Sales, and other hotel departments.
• Ensure accurate room inventory, room status, and group reservations are properly maintained and communicated.
• Review daily arrivals, departures, occupancy, house count, and revenue opportunities to maximize room revenue.
• Enforce all company cash handling, credit card, and accounting procedures.
• Monitor front office supply inventories and maintain appropriate inventory levels.
• Ensure compliance with Marriott brand standards, company policies, and safety procedures.
• Support the hotel's Preventative Maintenance program by ensuring proper communication, documentation, and timely reporting.
• Remain knowledgeable about hotel amenities, local attractions, community events, and area businesses to better assist guests.
• Lead by example by creating a welcoming environment built on professionalism, accountability, and genuine hospitality.
• Assist with departmental coverage as needed, including evenings, weekends, holidays, and overnight support when business demands require.

Qualifications

• Minimum of two years of hotel front desk supervisory experience or four years of progressive hotel front office experience.
• Marriott FOSSE experience preferred.
• Proven leadership skills with the ability to coach, motivate, and develop team members.
• Strong guest service, communication, and conflict resolution skills.
• Solid computer proficiency with strong organizational and time management abilities.
• Basic accounting and cash-handling knowledge.
• Ability to prioritize multiple responsibilities in a fast-paced hospitality environment.
• Flexible schedule including evenings, weekends, holidays, and occasional split shifts when operational needs require.
• Associate degree preferred.
• Reliable transportation and the ability to successfully complete a background check.

Why CMC Hotels?

At CMC Hotels, you're more than a manager遥ou are a leader who helps shape our culture and develop future hospitality professionals. We invest in our associates, celebrate success, and create opportunities for advancement throughout our growing portfolio.

If you're ready to lead an exceptional team while delivering unforgettable guest experiences, we'd love to meet you.

Join CMC Hotels and discover what it means to Grow with Us.