Guest Service Manager

General Hotels Corporation is a distinguished leader in the hospitality industry, known for its commitment to enriching lives through award-winning service. As one of the largest hotel management companies headquartered in the Midwest, General Hotels Corporation (GHC) boasts a legacy spanning over 60 years. The company prides itself on its dedication to excellent guest service and recognizes that its associates play a pivotal role in its ongoing success. With a strong emphasis on career growth and development, GHC has a proven track record of promoting from within, fostering a supportive and inclusive workplace culture. As an equal opportunity employer, General Hotels Corporation is dedicated to ensuring a diverse and equitable work environment and participates in E-Verify to confirm employment eligibility.

The role of the Guest Service Manager at General Hotels Corporation is a vital position within the hotel's Senior Leadership Team, directly reporting to the General Manager. This leadership role is central to managing Front Desk operations and overseeing the Guest Services team to consistently deliver exemplary service standards and an outstanding guest experience. The Guest Service Manager is entrusted with ensuring seamless operations across the Rooms and Guest Services Departments, making sure that every guest interaction reflects the highest standards of hospitality. This includes a wide range of responsibilities such as staff orientation and training, mentoring, coaching, and providing ongoing feedback to employees to enhance performance and morale. The role demands a hands-on approach to leadership, including actively supporting department managers, assisting in guest relations, covering shifts, and maintaining property cleanliness.

Collaboration is a key component of this role; the Guest Service Manager works closely with all hotel departments to maximize guest, group, and employee satisfaction. Handling guest complaints with professionalism and escalating necessary actions to the General Manager ensures that guest issues are resolved promptly and effectively. Financial responsibilities are also integral to this position, including accurate guest billing, routine accounting tasks, managing budgets, controlling expenses, and ensuring that all department expenditures are properly approved and documented.

Additionally, the Guest Service Manager partners with the Sales Department to optimize occupancy and group room blocks, balancing availability with demand. Participation in weekly Revenue Management Meetings and regular inspections with the Executive Housekeeper ensures operational excellence and adherence to quality standards. Maintaining compliance with Brand Standards, legal requirements, and health and safety regulations is critical to this role. The Manager also plays an active part in the Manager on Duty Program and is responsible for scheduling. The position requires a proactive, guest-focused leader who can multitask and make effective decisions in dynamic and challenging situations. Fluency in English is required, with bilingual skills in Spanish considered a valuable asset. This full-time role offers a comprehensive benefits package designed to support the well-being and professional growth of its associates.