Guest Services Manager (Mgr-Guest Services I)

About the role

The Guest Services Manager (Mgr‑Guest Services I) acts as the Property Manager on Duty, overseeing all hotel operations to ensure the highest standards of hospitality and service. The role represents property management in resolving guest‑related situations, directs guest flow in the lobby, and tracks service issues as the Guest Relations Manager.

Key responsibilities

• Lead and supervise Guest Services and Front Desk teams, fostering trust, respect, and cooperation.
• Manage day‑to‑day hotel operations, stepping in for staff when needed and ensuring smooth service delivery.
• Develop and monitor specific goals for guest services, handling complaints, disputes, and conflict resolution.
• Maintain strong relationships with all hotel departments to support overall property objectives.
• Ensure regular communication of business objectives, recognize employee performance, and drive desired results.
• Understand budgets, operating statements, and payroll reports to assist with financial management.

Required profile

• High school diploma or GED with at least 2 years of experience in guest services, front desk, or a related area, OR a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or a related field (no experience required).

Required skills