Guest Service Manager

We are seeking an experienced, dynamic, and detail-oriented Guest Service Manager to oversee daily hotel operations and support the General Manager in driving operational excellence, guest satisfaction, and team leadership. 

Key Responsibilities

• Operational Leadership: Oversee daily operations to ensure seamless guest experiences and adherence to brand standards.

• Team Development: Recruit, onboard, train, schedule, and mentor department heads and line staff. Foster a positive, inclusive work culture focused on performance and accountability.

• Guest Experience: Monitor guest feedback (GSS, online reviews) and lead initiatives to elevate service delivery, resolve escalations promptly, and drive high satisfaction scores.

• Financial Management: Assist the GM in labor cost controls, forecasting, and expense management. Monitor inventory levels and audit daily reports.

• Standards & Compliance: Conduct regular property inspections to maintain high standards of cleanliness, safety, maintenance, and brand compliance. Ensure adherence to local OSHA, health, and labor regulations.

Qualifications & Requirements

• Experience: 3+ years of progressive leadership experience in hotel operations preferred.

• Education: Bachelor’s degree in Hospitality Management, Business Administration, or equivalent industry experience.

• Technical Skills: Proficiency with Property Management Systems (PMS)  along with MS Office/Excel and labor-scheduling software.

• Leadership: Proven ability to manage, motivate, and develop multi-disciplinary teams in a fast-paced environment.

• Communication: Exceptional verbal and written communication skills; strong conflict-resolution capabilities.