Guest Service Manager

Job Title: Guest Services Manager 

Department: Rooms 

Supervisor: Assistant General Manager and General Manager 

Summary 

The Hotel Guest Services Manager oversees the daily operations of the front desk and guest services departments, ensuring exceptional service and smooth check-in/check-out experiences. This role is pivotal in maintaining guest satisfaction, managing staff performance, and coordinating with other hotel departments to deliver a seamless hospitality experience. 

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• Supervise all front office staff including front desk, night audit, concierge, bell services, and in some instances drivers. 
• Ensure efficient guest check-in/check-out procedures are in place and used consistently 
• Handle guest complaints and resolve issues promptly 
• Monitor room availability and coordinate with housekeeping 
• Train, coach, and schedule front office personnel to meet business expectations and demands 
• Conduct regular performance evaluations and provide constructive feedback 
• Address performance issues through coaching and formal disciplinary action when necessary  
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement 
• Uphold brand and company policies and service standards 

Supervisory Responsibilities  

This role oversees and manages all front office staff including front desk, night audit, concierge, bell services, and occasionally drivers directly employed by ALH. 

Qualifications  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience  

Bachelor's degree from four-year college or university preferred; hospitality degree preferred.   

Two years’ related experience managing a front office staff; or equivalent combination of education and experience. 

Physical Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this Job, the employee is regularly be required to stand and walk and occasionally sit. The employee must occasionally lift pull/push and/or move up to 25 pounds.