Guest Service Manager (Full time)

General Hotels Corporation is a prominent hotel management company headquartered in the Midwest, boasting over 60 years of experience in delivering exceptional hospitality services. As one of the largest hotel management firms in the region, General Hotels Corporation has built a reputation for enriching lives through award-winning guest service and operational excellence. The company values its associates as the cornerstone of its success and pioneers a philosophy of promoting from within, ensuring continuous growth and development opportunities for its team members. As an equal opportunity employer, General Hotels Corporation complies rigorously with E-Verify to validate employment eligibility, upholding ethical hiring practices and inclusion.

The Guest Service Manager role is a pivotal leadership position within the organization, reporting directly to the General Manager and forming an integral part of the property's Senior Leadership Team. This role entails comprehensive management of Front Desk operations across the Rooms and Guest Services Departments to optimize service quality and enhance the guest experience. The manager will supervise the Guest Services team, ensuring that all customer interactions meet and exceed company standards for excellence. This position requires a dynamic leader adept in staff development, mentoring, and operational strategy to foster a motivated and high-performing team environment.

Responsibilities encompass overseeing daily operations including orientation and training new staff, instituting continuous development programs for experienced team members, and providing coaching to improve performance and staff morale. The Guest Service Manager collaborates closely with all hotel departments to guarantee guest satisfaction and operational harmony, represents the leadership in resolving guest and team member complaints, and ensures accurate guest billing and timely completion of accounting duties. This role also involves working synergistically with the Sales Department to effectively manage room occupancy, particularly group room blocks, and actively participating in Revenue Management and Quality Inspection meetings to uphold brand standards and operational efficiency.

In addition, the role includes budget oversight with keen focus on controlling expenses related to room rates, guest service scores, and labor costs, along with approving department invoices and maintaining budget adherence. The Guest Service Manager is responsible for ensuring compliance with all legal requirements including wage and hour laws, and health and safety regulations, thereby safeguarding the hotel’s operational integrity. Participation in the Manager on Duty program rounds out the duties and mandates involvement in scheduling to ensure consistent leadership presence.

This position demands not only strong administrative and leadership capabilities but also a flexible, guest-focused mindset, requiring availability for evening and weekend shifts. The Guest Service Manager must demonstrate strong problem-solving skills, the ability to multitask in a fast-paced environment, and fluency in English, with bilingual skills in Spanish considered an advantage. Experience with Property Management Systems (PMS) and budget management is essential, along with a valid driver’s license and reliable transportation. Educational qualifications including an Associate’s Degree in Hospitality are favorable but not mandatory.

In summary, this role offers an exciting opportunity for a seasoned hospitality professional to join a well-established company at a managerial level, with competitive benefits and the chance to contribute significantly to guest satisfaction and team success within a supportive corporate culture.