Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $16.50 - $23.50
Work Schedule
Weekend Shifts
Benefits
Medical
Dental
Vision
Life insurance
Paid Time Off
Tuition Assistance
401K Savings Plan
Job Description
McKibbon Hospitality is a leading hotel management company committed to providing exceptional guest experiences through outstanding service and operational excellence. With a portfolio that includes a wide range of premium hotel brands, McKibbon Hospitality emphasizes a culture of integrity, innovation, and community. The company values its employees and fosters an environment that balances professional growth with work-life balance, all while maintaining a strong focus on guest satisfaction. McKibbon Hospitality’s Guiding Principles — Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, and Make a Lasting Impression — define its approach to leadership and team collaboration, making it a respected and sought-after workplace in the hospitality industry.
The Guest Services Manager OEM (Overtime Eligible Management) at McKibbon is an essential leadership role responsible for ensuring the smooth daily operations of the front desk and guest services to provide guests with a seamless, enjoyable stay. Reporting directly to the General Manager, this position demands strong leadership skills to guide and motivate the front desk team, uphold brand quality standards, and foster a service-driven culture aligned with McKibbon's values. As the primary point of contact for guests, the Guest Services Manager anticipates and responds efficiently and courteously to guest needs and concerns, ensuring high satisfaction and repeat business.
This role requires the ability to manage multiple priorities simultaneously, including supervising shift closings, managing labor schedules, handling financial audits, supporting sales initiatives, and maintaining compliance with safety and brand standards. The Guest Services Manager also collaborates closely with housekeeping and maintenance teams to ensure guest requests are fulfilled promptly and the hotel environment meets the highest standards of cleanliness and safety. The position demands exceptional communication, problem-solving abilities, attention to detail, and a focus on creating memorable guest experiences.
Beyond operational responsibilities, the Guest Services Manager contributes to staff development by training team members on brand and company standards, nurturing leadership qualities at all levels, and promoting associate satisfaction through positive interpersonal relationships. This role is ideal for hospitality professionals with experience at major hotel brands such as Marriott, Hilton, or Hyatt, who are passionate about superior customer service and thriving in fast-paced, dynamic environments.
McKibbon Hospitality supports its employees with a comprehensive benefits package including medical, dental, vision, life insurance, and paid time off, among others. The company offers competitive compensation and encourages professional growth through ongoing training, tuition assistance, and career development opportunities. If you are a dedicated hospitality leader who embraces ethical leadership and is committed to delivering excellence, the McKibbon Guest Services Manager OEM position offers a rewarding career path within a growing, people-focused company.
The Guest Services Manager OEM (Overtime Eligible Management) at McKibbon is an essential leadership role responsible for ensuring the smooth daily operations of the front desk and guest services to provide guests with a seamless, enjoyable stay. Reporting directly to the General Manager, this position demands strong leadership skills to guide and motivate the front desk team, uphold brand quality standards, and foster a service-driven culture aligned with McKibbon's values. As the primary point of contact for guests, the Guest Services Manager anticipates and responds efficiently and courteously to guest needs and concerns, ensuring high satisfaction and repeat business.
This role requires the ability to manage multiple priorities simultaneously, including supervising shift closings, managing labor schedules, handling financial audits, supporting sales initiatives, and maintaining compliance with safety and brand standards. The Guest Services Manager also collaborates closely with housekeeping and maintenance teams to ensure guest requests are fulfilled promptly and the hotel environment meets the highest standards of cleanliness and safety. The position demands exceptional communication, problem-solving abilities, attention to detail, and a focus on creating memorable guest experiences.
Beyond operational responsibilities, the Guest Services Manager contributes to staff development by training team members on brand and company standards, nurturing leadership qualities at all levels, and promoting associate satisfaction through positive interpersonal relationships. This role is ideal for hospitality professionals with experience at major hotel brands such as Marriott, Hilton, or Hyatt, who are passionate about superior customer service and thriving in fast-paced, dynamic environments.
McKibbon Hospitality supports its employees with a comprehensive benefits package including medical, dental, vision, life insurance, and paid time off, among others. The company offers competitive compensation and encourages professional growth through ongoing training, tuition assistance, and career development opportunities. If you are a dedicated hospitality leader who embraces ethical leadership and is committed to delivering excellence, the McKibbon Guest Services Manager OEM position offers a rewarding career path within a growing, people-focused company.
Job Requirements
- experience working in a hotel as a front desk representative or equivalent
- experience with major hotel brands like marriott hilton or hyatt highly desired
- ability to work weekends holidays and evenings
- ability to ensure that hotel policies and brand standards are followed
- ability to effectively interact with people of diverse socioeconomic cultural disability and ethnic backgrounds
- ability to ensure that hotel policies procedures and brand standards are followed
- maintain a high level of professionalism trust and responsibility
- demonstrate exceptional attention to detail ensuring accuracy and timeliness in all communications and documentation
- must excel in high-pressure fast-paced environments
- possess strong listening skills with the ability to comprehend and address concerns and issues raised by workers clients and guests
- must be attentive friendly helpful and courteous to clients guests and associates
Job Qualifications
- experience working in a hotel as a front desk representative or equivalent
- experience with major hotel brands such as Marriott Hilton or Hyatt highly desired
- excellent communication and problem-solving skills
- skills and experience to lead a team to consistently deliver exceptional guest service
- ability to develop leadership qualities of all staff
- ability to maintain positive relationships with associates to drive associate satisfaction
- knowledge of hotel management PMS systems
- ability to work under pressure and handle difficult situations professionally
- customer focused with a passion for providing exceptional service
Job Duties
- assist with overall performance of the property’s front desk department including guest satisfaction brand quality assurance budget and labor
- act as main point of contact for guests ensuring their needs are met efficiently and courteously
- anticipate guest needs and provide personalized service to enhance their experience
- supervise daily operations of the front desk including shift closings bank audits and daily reports
- schedule front desk staff adhering to company labor guidelines to ensure proper coverage
- train front desk staff on brand and company standards to maximize service culture
- assist with sales and champion the daily sell strategy
- implement front office programs to enhance guest stay experience
- maintain compliance and stay up to date on new brand and company initiatives
- inspect and ensure safety and security standards are maintained
- handle guest complaints and concerns promptly ensuring appropriate resolutions
- conduct daily reviews of guaranteed no-show billing guest ledger and accounts receivables
- perform payment processing ensuring secured payment on all folios and process payments upon reaching specific balance
- oversee the market including inventory management placing orders
- assist executive housekeeper inspecting guest rooms and public areas working with housekeeping maintenance and other departments to fulfill guest requests
- cover front desk shifts as needed according to budgeted labor plan
- embrace McKibbon’s guiding principles think bigger love your community do the right thing support each other make a lasting impression
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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