Job Overview
Employment Type
Full-time
Compensation
Hourly
Exact $33.65
Work Schedule
Flexible
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
flexible scheduling
Job Description
The establishment seeking to hire a Guest Services Manager is a reputable hotel known for its commitment to delivering exceptional guest experiences and maintaining high standards of hospitality. As a prominent player in the hotel industry, this hotel offers a dynamic work environment where guest satisfaction and operational excellence are paramount. The hotel prides itself on fostering a team-oriented atmosphere and providing comprehensive training and development opportunities for its employees, ensuring they are well-equipped to meet the evolving needs of guests and the competitive hospitality market.
This role of Guest Services Manager is pivotal within the hotel’s Front Office Operations. The successful candidate will lead and oversee all Front Office departments including the Front Desk, In-Room Dining (IRD), Bell Services, Door Services, and Night Audit. The Guest Services Manager is responsible for setting and maintaining a high level of guest service in line with the hotel's standards and management guidelines. This leadership position includes supporting frontline staff, managing staff schedules across all Front Office areas, and spearheading training initiatives to enhance service delivery and operational efficiency.
Key responsibilities include ensuring that all guest arrivals are handled smoothly, especially those with special requests or needs, maintaining the integrity of the guest ledger and financial transactions, enforcing credit policies, and adhering to key control procedures. This role also requires active participation in departmental training sessions, knowledge of emergency procedures, and professional coordination with other hotel departments such as Reservations, Sales, Housekeeping, Bell Staff, Valet, and Engineering to guarantee seamless hotel operations.
The Guest Services Manager supervises employee performance, facilitates coaching and disciplinary processes, manages employee scheduling, and ensures that all team members meet their assigned duties and uphold guest service standards. Monitoring operational costs, labor expenses, and supply levels also falls under this role, with a focus on adhering to budget constraints while maximizing guest satisfaction.
Candidates for this position should have a minimum of two years of management experience within the hospitality industry or a similar sector, with a preference for candidates holding a bachelor’s degree. Proficiency in communications and a diplomatic approach to handling difficult situations are essential. Experience with systems such as Opera Property Management System and Microsoft Office Suite is advantageous. The role requires flexibility to work various shifts including evenings, weekends, and holidays.
This position offers a salary of $33.65 per hour, with potential adjustments based on multiple criteria such as experience, qualifications, and performance. The hotel emphasizes that compensation, including bonuses and commissions, is determined based on company discretion and the successful candidate's contributions.
Overall, the Guest Services Manager role is designed for an individual who thrives in a fast-paced hospitality environment, values superior guest service, and is capable of leading a diverse team toward achieving operational excellence. This opportunity offers a platform for those eager to advance their career in hotel management while playing a critical role in shaping memorable guest experiences.
This role of Guest Services Manager is pivotal within the hotel’s Front Office Operations. The successful candidate will lead and oversee all Front Office departments including the Front Desk, In-Room Dining (IRD), Bell Services, Door Services, and Night Audit. The Guest Services Manager is responsible for setting and maintaining a high level of guest service in line with the hotel's standards and management guidelines. This leadership position includes supporting frontline staff, managing staff schedules across all Front Office areas, and spearheading training initiatives to enhance service delivery and operational efficiency.
Key responsibilities include ensuring that all guest arrivals are handled smoothly, especially those with special requests or needs, maintaining the integrity of the guest ledger and financial transactions, enforcing credit policies, and adhering to key control procedures. This role also requires active participation in departmental training sessions, knowledge of emergency procedures, and professional coordination with other hotel departments such as Reservations, Sales, Housekeeping, Bell Staff, Valet, and Engineering to guarantee seamless hotel operations.
The Guest Services Manager supervises employee performance, facilitates coaching and disciplinary processes, manages employee scheduling, and ensures that all team members meet their assigned duties and uphold guest service standards. Monitoring operational costs, labor expenses, and supply levels also falls under this role, with a focus on adhering to budget constraints while maximizing guest satisfaction.
Candidates for this position should have a minimum of two years of management experience within the hospitality industry or a similar sector, with a preference for candidates holding a bachelor’s degree. Proficiency in communications and a diplomatic approach to handling difficult situations are essential. Experience with systems such as Opera Property Management System and Microsoft Office Suite is advantageous. The role requires flexibility to work various shifts including evenings, weekends, and holidays.
This position offers a salary of $33.65 per hour, with potential adjustments based on multiple criteria such as experience, qualifications, and performance. The hotel emphasizes that compensation, including bonuses and commissions, is determined based on company discretion and the successful candidate's contributions.
Overall, the Guest Services Manager role is designed for an individual who thrives in a fast-paced hospitality environment, values superior guest service, and is capable of leading a diverse team toward achieving operational excellence. This opportunity offers a platform for those eager to advance their career in hotel management while playing a critical role in shaping memorable guest experiences.
Job Requirements
- Minimum of 2 years of management experience in hospitality or similar industry
- Bachelor’s degree preferred
- Ability to diplomatically deal with difficult situations and people while exhibiting professionalism
- Ability to read, write, and verbally communicate effectively and professionally
- Experience with Opera and Microsoft Office Suite preferred
- Flexible schedule, able to work evenings, weekends, and holidays
Job Qualifications
- Minimum of 2 years of management experience in hospitality or similar industry
- Bachelor’s degree preferred
- Ability to diplomatically deal with difficult situations and people while exhibiting professionalism
- Ability to read, write, and verbally communicate effectively and professionally
- Experience with Opera and Microsoft Office Suite preferred
- Flexible schedule, able to work evenings, weekends, and holidays
Job Duties
- Meet the desk agents to get any pertinent information
- Review Front Desk logbook for any other information or incidents
- Review all arrivals noting any special requests or challenges
- Assess whether any guest relocation will be necessary
- Follow established key control policy
- Ensure proper credit policies are followed
- Inspect all VIP arrival rooms
- Attend Wine Hour as specified in the monthly wine hour schedule
- Assist guests with services and requests
- Knowledgeable of fire and emergency procedures
- Run and attend departmental training classes and seminars when scheduled
- Perform all other duties as directed by immediate supervisors
- Complete other departmental duties as they become necessary
- Maintain professional contact via telephone with all other hotel departments
- Oversee and supervise all duties performed by employees
- Create and post employee schedules within the required time frame
- Coach, counsel, and discipline employees when necessary using proper documentation and techniques
- Ensure employees are posted at their stations at the posted time and complete essential duties
- Assist with sick calls or tardiness by finding proper coverage
- Assist with scheduled shift problems on the night audit shifts
- Properly train and monitor all service levels provided by employees
- Meet or exceed levels of service as required by the Mystery Shopper Survey
- Monitor and maintain proper operational supplies
- Ensure expenses and labor costs meet or come in under budgeted requirements
- Ensure all employees follow proper cash and credit handling procedures
- Be accountable for the guest ledger and its proper daily maintenance
- Maintain guest comment card return ratios as expected by the hotel and management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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