Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Weekend Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
Pet insurance
short-term disability
long-term disability
Paid Time Off
Paid holidays
Tuition Assistance
competitive compensation
401K Savings Plan
associate referral program
Brand and company training
Fundraising matching program
team volunteer opportunities
Chaplain services
Hotel rate discounts
Job Description
McKibbon Hospitality is a prominent hotel management company known for its commitment to delivering exceptional guest experiences through innovative leadership and high standards. Specializing in managing a diverse portfolio of hotels across various brands, McKibbon Hospitality fosters a culture built on strong values, including integrity, respect, and continuous improvement. With a focus on creating a welcoming and supportive environment for both guests and employees, McKibbon Hospitality continually strives to exceed expectations and make lasting impressions in the hospitality industry.
As a Guest Services Manager (OEM) at McKibbon Hospitality, you will play a vital role in the property's leadership team by overseeing the daily operations of the guest services department. The position is designed for those passionate about hospitality and delivering an unparalleled experience to every guest. As the main point of contact for guests, you will be responsible for addressing their concerns and requests promptly while fostering a culture of excellent service among the front desk staff. This role reports directly to the General Manager and requires strong ethical leadership aligned with McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, and Make a Lasting Impression.
Your daily responsibilities include managing guest satisfaction, quality assurance aligned with brand standards, monitoring budgets, and labor costs. You will supervise front desk operations such as shift closings, bank audits, payment processing, and daily reports, ensuring smooth and efficient procedures. Scheduling front desk staff in accordance with company labor guidelines will be key to maintaining optimal coverage. Training and mentoring the front desk team on brand and company standards will be essential to maximizing service culture.
In addition to frontline supervision, you will champion sales initiatives through the Daily Sell Strategy and help implement programs designed to enhance the overall guest stay experience. You will be vigilant in maintaining safety and security standards, upholding compliance with evolving brand and company initiatives. Collaboration with housekeeping, maintenance, and other departments will be necessary to address and fulfill guest requests effectively.
The role also involves operational oversight such as managing the Market with inventory control and order placement and assisting the Executive Housekeeper with room and public area inspections. Flexibility in the role is required, as you will cover front desk shifts as needed according to the Labor Plan budget. This management position offers overtime eligibility, reflecting the dynamic and demanding nature of the hospitality industry.
McKibbon Hospitality values its associates and provides a comprehensive benefits package to support career growth and personal wellness. This role offers a unique opportunity to lead a dedicated team, develop your leadership skills, and contribute to creating memorable guest experiences in a supportive and inclusive environment.
As a Guest Services Manager (OEM) at McKibbon Hospitality, you will play a vital role in the property's leadership team by overseeing the daily operations of the guest services department. The position is designed for those passionate about hospitality and delivering an unparalleled experience to every guest. As the main point of contact for guests, you will be responsible for addressing their concerns and requests promptly while fostering a culture of excellent service among the front desk staff. This role reports directly to the General Manager and requires strong ethical leadership aligned with McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, and Make a Lasting Impression.
Your daily responsibilities include managing guest satisfaction, quality assurance aligned with brand standards, monitoring budgets, and labor costs. You will supervise front desk operations such as shift closings, bank audits, payment processing, and daily reports, ensuring smooth and efficient procedures. Scheduling front desk staff in accordance with company labor guidelines will be key to maintaining optimal coverage. Training and mentoring the front desk team on brand and company standards will be essential to maximizing service culture.
In addition to frontline supervision, you will champion sales initiatives through the Daily Sell Strategy and help implement programs designed to enhance the overall guest stay experience. You will be vigilant in maintaining safety and security standards, upholding compliance with evolving brand and company initiatives. Collaboration with housekeeping, maintenance, and other departments will be necessary to address and fulfill guest requests effectively.
The role also involves operational oversight such as managing the Market with inventory control and order placement and assisting the Executive Housekeeper with room and public area inspections. Flexibility in the role is required, as you will cover front desk shifts as needed according to the Labor Plan budget. This management position offers overtime eligibility, reflecting the dynamic and demanding nature of the hospitality industry.
McKibbon Hospitality values its associates and provides a comprehensive benefits package to support career growth and personal wellness. This role offers a unique opportunity to lead a dedicated team, develop your leadership skills, and contribute to creating memorable guest experiences in a supportive and inclusive environment.
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, procedures, and brand standards are followed
- Ability to interact effectively with people from diverse socioeconomic, cultural, disability, and ethnic backgrounds
- Maintain a high level of professionalism, trust, and responsibility
- Demonstrate exceptional attention to detail
- Must excel in high-pressure, fast-paced environments
- Possess strong listening and communication skills
- Be attentive, friendly, helpful, and courteous to clients, guests, and associates
Job Qualifications
- Experience working in a hotel front desk role or equivalent
- Experience with major hotel brands such as Marriott, Hilton, or Hyatt highly desired
- Strong communication and problem-solving skills
- Proven leadership ability to lead teams in delivering exceptional guest service
- Knowledge of hotel management PMS systems
- Ability to work well under pressure and manage difficult situations professionally
- Customer focused with a passion for providing exceptional service
- Ability to maintain positive relationships with associates
Job Duties
- Oversee daily front desk operations including shift closings, bank audits, and daily reports
- Address and resolve guest concerns and requests promptly
- Schedule front desk staff according to labor guidelines
- Train front desk employees on brand and company standards
- Assist with sales and champion the Daily Sell Strategy
- Manage inventory for the Market including stocking and placing orders
- Inspect guest rooms and public areas with the Executive Housekeeper
- Collaborate with housekeeping, maintenance, and other departments to fulfill guest requests
- Maintain compliance with brand and company initiatives
- Ensure safety and security standards are upheld
- Perform payment processing and secure payments on guest folios
- Cover front desk shifts as needed
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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