Guest Service Manager

Essential Responsibilities

• Oversee the daily operations of the Front Desk and Guest Services team.
• Lead, coach, and motivate front office associates to deliver outstanding guest service.
• Ensure smooth check-in and check-out experiences while maintaining hotel service standards.
• Handle guest concerns and resolve issues professionally and efficiently.
• Monitor guest satisfaction and respond to online reviews and guest feedback as needed.
• Assist with hiring, onboarding, training, scheduling, and performance management of Front Office staff.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Coordinate with Housekeeping, Maintenance, and other departments to ensure efficient operations.
• Monitor room inventory, arrivals, departures, and VIP guests.
• Prepare reports, conduct shift briefings, and communicate operational updates to the team.
• Assist with revenue opportunities, upselling, and maintaining high guest satisfaction scores.
• Serve as Manager on Duty (MOD) as assigned.

Qualifications

• Minimum of 2 years of hotel Front Office supervisory or management experience.
• Strong leadership and team-building skills.
• Excellent communication and guest relations abilities.
• Ability to remain calm and make sound decisions under pressure.
• Experience with hotel Property Management Systems (PMS); experience with STAYNTOUCH is preferred.
• Proficient in Microsoft Office (Outlook, Word, and Excel).
• Japanese language skills are a plus.
• Must have a flexible schedule and be available to work a variety of shifts, including mornings, evenings, weekends, and holidays, based on business needs.
• Ability to stand and walk for extended periods and occasionally lift up to 25 pounds.