Guest Service Manager

Guest Service Manager

Bentley Legacy is seeking a Guest Service Manager to oversee the Front Office operations with an emphasis on customer service, revenue maximization, and staff management. The role requires a blend of hospitality knowledge and operational acumen.

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner.
• Comply with certification requirements such as Food Handlers, Alcohol Awareness, CPR and First Aid.
• Establish and maintain a courteous and efficient hospitality environment at the Front Desk.
• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations in an attentive, courteous and efficient manner while following up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Bentley Legacy's SOPs.
• Maximize room revenue and occupancy by reviewing status daily, analyzing rate efficiency, monitoring credit reports and maintaining close observation of daily house count.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Ensure correct and accurate cash handling at the Front Desk.
• Attend monthly all‑employee team meetings and any other functions required by management.
• Obtain all necessary information when taking room reservations.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages and promotions currently underway.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Bentley Legacy's SOPs.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.

• At least 5 years of progressive experience in a hotel or related field, or a 2‑year college degree plus 3 or more years of related experience, or a 4‑year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Fluent in English, both written and verbal.
• Operational knowledge of Microsoft Office suite.
• Proficient in Windows operating systems, approved spreadsheets and word processing.
• Valid driver’s license from the applicable state.
• Willing and able to stand for long periods of time.
• Demonstrate the ability to multi‑task, be detail‑oriented, and be able to problem‑solve.
• Perform well in stressful, high‑pressure situations.
• Willingness and ability to work long hours.
• Ability to stand during entire shift.

Mid‑Senior level

Full‑time

Other (Hospitality)

Dallas, TX – $60,000.00–$65,000.00