Front Desk Manager

Manager – Guest Services

The Manager – Guest Services plays a key role in creating a welcoming and memorable experience for every guest. This position is responsible for leading the guest services team, supporting daily front desk and guest service operations, and ensuring employees are prepared to provide consistent, professional service.

The Manager – Guest Services addresses guest concerns, supports team development, monitors service standards, and works closely with other departments to ensure a smooth and consistent guest experience. This role requires strong leadership, communication, organization, and problem-solving skills, along with the ability to remain professional and composed in a fast-paced hospitality environment.

Minimum Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field, or an equivalent combination of education and relevant experience.
• At least three years of experience in guest services, hospitality, hotel operations, or a related field.
• Previous experience supervising or leading employees.
• Strong communication, customer service, and problem-solving skills.
• Ability to work a flexible schedule based on business needs, including weekends and holidays.

Preferred Qualifications

• Previous leadership experience within a hotel, resort, or hospitality environment.
• Experience with property management systems and guest service software.
• Experience handling guest concerns and service recovery situations.
• Familiarity with scheduling, training, and employee performance management.

Responsibilities

• Supervise and support the daily activities of the guest services team.
• Train, coach, and develop employees to maintain high standards of guest service.
• Assist with scheduling and staffing to ensure appropriate coverage based on occupancy and operational needs.
• Handle guest inquiries, concerns, complaints, and feedback in a professional and timely manner.
• Support service recovery efforts and work to resolve guest concerns whenever possible.
• Monitor guest service standards and identify opportunities to improve the guest experience.
• Ensure employees follow established policies, procedures, and service expectations.
• Collaborate with Housekeeping, Maintenance, Food & Beverage, Reservations, and other departments to address