Job Description

Job Overview

We are seeking a professional and service-driven

Guest Service Manager

to join our hospitality team on a full-time basis. The ideal candidate will lead and support a

high-performing front office team known for consistently strong guest satisfaction scores

, while also serving as a key point of contact for guests to ensure a welcoming and efficient experience.

This role involves overseeing daily front desk operations, managing guest inquiries and reservations, supporting service and revenue standards, and ensuring compliance with hotel policies, safety, and security procedures. The Guest Service Manager will work closely with all departments to maintain smooth operations and a positive work environment.

Previous hotel experience, particularly in the Rooms Division, is strongly preferred. Strong leadership abilities, excellent communication skills, and a commitment to guest satisfaction are essential. Multilingual or bilingual skills are considered an asset to support our diverse guest base.

Responsibilities

Direct and supervise the activities of the Front Office, Reservations, and Guest Services to ensure adherence to hotel policies and procedures. Ensure all personnel are well-informed of department objectives, policies, and daily operational priorities. Check guests in and out efficiently, handle guest inquiries, and arrange transportation or other services as needed. Generate bills, collect payments, and ensure accurate cash handling. Maintain a clean, organized, and professional front desk and lobby area. Respond to telephone, e-mail, and in-person inquiries from guests, clients, and business partners, referring to appropriate departments as needed. Present a positive and professional image of the hotel at all times, including to visitors, suppliers, and guests. Act as security manager as required, ensuring guest and staff safety. Oversee staff appearance and behavior, maintaining brand standards and professional conduct.

Financial Responsibilities

Assist with the preparation and verification of daily bank deposits. Train and support Guest Services staff to ensure all shifts are accurately balanced. Provide night audit coverage as required for vacation, sick calls, or operational needs. Work closely with the General Manager to process accounts receivable invoicing in a timely and accurate manner. Support front office financial controls in line with company and brand standards.

People & Leadership

Build, train, and coach a

high-performing Guest Services team

that reflects Holiday Inn Express & Suites values. Promote a positive, team-focused attitude across all departments. Manage scheduling, onboarding, training, and cross-training to ensure adequate coverage and operational flexibility. Support performance management and employee development initiatives.

Guest Experience

Analyze, investigate, and resolve guest complaints in a professional and timely manner. Train staff on

service recovery and resolution techniques

to maintain high guest satisfaction. Act as a concierge, assisting guests with inquiries, reservations, and local recommendations. Support catering and event services with meeting bookings and setup as required.

Sales & Systems

Assist the General Manager in processing travel agent commissions regularly. Support group bookings, team blocks, and reservations management. Serve as the

Oracle PMS system expert

, providing guidance and training to staff as needed.

General & Safety

Act as a

safety ambassador

, ensuring all staff follow safety protocols. Complete other hotel duties as assigned to maintain smooth operations. Maintain compliance with all

DP Murphy employee policies and procedures

.

Skills

Strong leadership and team management skills with a focus on coaching and developing staff Exceptional customer service orientation with a professional and approachable demeanor Excellent verbal and written communication skills Ability to oversee front office operations, reservations, and guest services efficiently Experience in hotel management or front office supervision preferred; Rooms Division experience is an asset Multilingual or bilingual abilities to support a diverse guest base Knowledge of hotel systems (Opera PMS, OTA extranets) and hospitality standards Professional appearance and conduct with strong interpersonal and problem-solving skills Ability to handle multiple priorities in a fast-paced, dynamic environment Strong organizational, time management, and financial handling skills
This position offers an opportunity to be part of a dynamic team dedicated to delivering outstanding hospitality experiences. The successful candidate will demonstrate a passion for guest service excellence, effective communication skills, and the ability to create memorable stays for all guests.

Job Type: Full-time

Pay: $19.00-$20.00 per hour

Expected hours: 30 - 40 per week

Benefits:

Dental care Discounted or free food Extended health care On-site gym On-site parking Vision care
Work Location: In person