Hotel Guest Service Manager

Position Summary

The Guest Service Manager is responsible for overseeing all front office and guest-facing operations to ensure an exceptional guest experience at the Holiday Inn San Marcos Convention Center. This role leads the front desk team, manages daily operations, resolves guest concerns, and upholds brand standards while driving guest satisfaction and operational efficiency.

Key Responsibilities

• Supervise daily front desk operations, including check-in, check-out, reservations, and guest inquiries
• Lead, train, and coach Guest Service Agents to deliver outstanding hospitality and service consistency
• Ensure compliance with Holiday Inn brand standards, policies, and procedures
• Handle guest concerns, complaints, and special requests promptly and professionally, ensuring satisfactory resolution
• Monitor guest satisfaction scores, reviews, and feedback; implement improvements as needed
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless guest experiences
• Manage room inventory, upgrades, and VIP arrivals
• Oversee scheduling, payroll, and staffing levels to meet operational needs
• Conduct regular team meetings and performance evaluations
• Maintain accurate records, reports, and financial accountability for front office operations
• Ensure safety, security, and emergency procedures are followed

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred but not required
• 2–4 years of experience in hotel front office or guest services, with at least 1 year in a supervisory role
• Strong leadership, communication, and problem-solving skills
• Proficiency in hotel property management systems (e.g., Hotel Key)
• Ability to work flexible hours, including evenings, weekends, and holidays
• Customer-focused mindset with a commitment to service excellence

Core Competencies

• Leadership and team development
• Guest relations and conflict resolution
• Operational efficiency
• Attention to detail
• Multitasking in a fast-paced environment
• Professionalism and positive attitude

Work Environment

This position operates in a fast-paced hotel environment within a convention center setting, requiring frequent interaction with guests, staff, and event attendees. The role may involve standing for extended periods and handling high guest volumes during peak events.

Benefits:

• Employee discounts at IHG properties
• Opportunities for career growth and development