Job Title

A well-established full-service hotel is seeking a dynamic Guest Services Manager to lead its front office and guest services team. This is an exciting opportunity for a hospitality professional who thrives in a guest-facing, fast-paced environment and is passionate about creating memorable experiences. As a key member of the leadership team, the Guest Services Manager will oversee daily operations, ensure brand service standards are met, and support team development with a focus on performance, efficiency, and guest satisfaction. This role plays a vital part in coordinating across departments to deliver seamless service and will assist the General Manager with operational planning, strategy execution, and compliance. Ideal candidates will bring hands-on experience in branded hotel environments (such as Hilton), strong interpersonal and organizational skills, and a commitment to both service excellence and safety standards. If youre a confident leader with a guest-first mindset and a drive to lead high-performing teams, this role offers the opportunity to make a meaningful impact. Salary range is $55K-60K.DescriptionGuest Services OperationsOversee all daily front office activities, including front desk and guest relations functions.Lead, schedule, and support the guest services team to ensure seamless and warm guest interactions.Ensure smooth check-in/check-out procedures and resolve guest concerns promptly and professionally.Act as Manager on Duty when required, managing operations and guest experience across the property.Provide training and motivation to team members, reinforcing Hilton service standards of warmth, attentiveness, and accuracy.Monitor guest satisfaction metrics and implement service enhancement initiatives.Collaborate closely with housekeeping, maintenance, and food & beverage departments to deliver cohesive service.Personally manage VIPs, groups, and high-profile guests with discretion and attention to detail.Assist the General Manager with staffing, scheduling, budgeting, and policy compliance.Contribute to hotel-wide initiatives and prepare guest service and operations reports for leadership.Health & Safety LeadershipConduct regular safety audits and implement corrective measures where needed.Train front office team on emergency procedures, sanitation standards, and incident protocols.Lead or support emergency drills and maintain up-to-date safety documentation.Serve on the hotels Safety Committee and promote a culture of safety and preparedness.RequirementsPrior experience with Hilton systems, brand standards, and service expectations strongly preferred.23 years of supervisory or assistant management experience in front office or guest services.Demonstrated leadership and team-building skills within a mid-sized property (150200 rooms).Proficient in hotel property management systems (preferably Hilton OnQ or PEP).Strong conflict resolution abilities and a guest-first mindset.Understanding of health and safety compliance and emergency response procedures.Flexibility to work evenings, weekends, and holidays as required.This is a fantastic opportunity for a motivated hospitality professional who is ready to step into a leadership role and make a meaningful impact on guest satisfaction and operational success.Corporate CultureCompetitive salary based on experienceComprehensive benefits package including health and dental coverageEmployee recognition programs and service awardsOpportunities for career growth within a respected hotel brandDiscounted stays at affiliated propertiesA supportive, team-oriented work environment focused on service excellenceContact Katelyn Querin at katelyn.querin@jrossrecruiters.com or submit your resume in confidence below.