Guest Services Manager (Mgr-Guest Services I)

About the role

The Guest Services Manager (Mgr‑Guest Services I) acts as the Property Manager on Duty, overseeing all hotel operations to deliver the highest standards of hospitality. The role is the primary point of contact for guest‑related issues, directing visitors in the lobby and managing the tracking of service requests.

Key responsibilities

• Lead and supervise the Guest Services team, fostering trust, cooperation and high performance.
• Manage day‑to‑day front‑desk operations, including guest inquiries, complaints and dispute resolution.
• Coordinate with all hotel departments to ensure smooth operations and timely problem solving.
• Monitor budgets, operating statements and payroll reports to support financial management.
• Maintain and communicate clear performance expectations, recognize achievements and provide coaching.

Required profile

• High school diploma or GED with at least 2 years of experience in guest services, front desk or a related area, **or** a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration or a similar field.
• Strong interpersonal and communication skills, integrity and the ability to act as a role model.
• Ability to understand and perform duties of team members when needed.

Required skills

• Leadership and team management.
• Guest relations and conflict resolution.
• Basic financial awareness (budgeting, operating statements, payroll).