Guest Service Manager

About the Role

The Front Office Manager leads the front desk team and oversees daily guest service operations. This role ensures strong service recovery, compliance with brand standards, and smooth front office operations.

• Lead daily front desk operations, including guest arrivals, departures, and service recovery.
• Train, coach, and develop front office team members to deliver excellent guest service.
• Maintain brand, product, and service standards at the front desk and lobby.
• Create and manage front desk schedules to meet business needs and labor targets.
• Monitor guest satisfaction scores and support action plans to improve performance.
• Handle escalated guest concerns professionally and ensure timely resolution.
• Ensure compliance with hotel policies, procedures, and safety standards.
• Partner with housekeeping, maintenance, and sales to support seamless guest experiences.
• Maintain accurate cash handling, night audit support, and front office reporting.
• Conduct regular inspections of the lobby, front desk, and public areas for cleanliness and appearance.
• Support promotions, local marketing efforts, and guest loyalty initiatives.
• Perform other duties as assigned to support front office operations.

This description is intended to outline the general nature and level of work performed. It is not an exhaustive list of all duties, responsibilities, or qualifications. Duties and responsibilities may change based on business needs. Employees are expected to maintain professional conduct and uphold company standards of service and integrity at all times.

Minimum 2–3 years of hotel front desk or guest services experience; supervisory experience preferred.

Experience with PMS systems (Opera, Hotel Key, Choice Advantage, or similar) preferred.

High school diploma or GED required; hospitality or business coursework preferred.

Strong leadership, coaching, and team engagement skills.

Excellent guest recovery and conflict-resolution abilities.

Strong organizational skills with the ability to multitask in a fast-paced environment.

Proficient in Microsoft Office and electronic scheduling/email systems.

Professional communication skills and positive, service-focused attitude.

Scheduling may include evenings, weekends, and holidays based on operational needs.

Ability to stand for extended periods, walk the property, and lift up to 50 pounds as needed.

This position operates in a hotel environment with frequent guest interaction and a fast-paced operational setting.

Reports To:

General Manager and/or other designated Company leadership

Employment is governed by applicable state and federal law.

Benefits for eligible employees may include health insurance coverage and paid time off. Certain positions may also be eligible for additional compensation consistent with Company policy and applicable law.

Employment may be contingent upon successful completion of background screening and/or drug testing consistent with applicable federal, state, and local law.

The employing entity for this position is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to legally protected status.