Guest Service Manager

7 hours ago

Carmel, Indiana, United States Holiday Inn Express Carmel Westfield Full time


Position Summary: The Guest Service Manager will lead the front office team in providing warm, personalized service that leaves a lasting impression. This role requires a hands-on leader with a passion for hospitality, strong problem-solving skills, and the ability to create a welcoming environment for guests and associates alike. Oversee front desk operations, guest satisfaction, and team performance, ensuring that every interaction reflects Ivy Hospitality's commitment to excellence.

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Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Lead and inspire the front office team to deliver seamless check-in, check-out, and overall guest experiences with warmth and professionalism.

  • Act as the primary point of contact for guest concerns, resolving issues efficiently and ensuring complete satisfaction.

  • Foster a welcoming atmosphere by ensuring associates greet guests with genuine hospitality, maintain eye contact, and present a polished, professional appearance.

  • Manage daily front desk operations, including reservations, room assignments, and guest requests.

  • Monitor hotel occupancy, rates, and revenue management strategies, collaborating with sales and revenue teams as needed.

  • Train, coach, and develop front desk associates, ensuring they are equipped to handle guest interactions confidently.

  • Conduct daily team huddles to review service expectations, performance goals, and upcoming hotel events.

  • Oversee front desk cash handling, billing accuracy, and financial reconciliation processes.

  • Ensure compliance with all front office policies, safety procedures, and brand standards.

  • Work closely with housekeeping, maintenance, and food & beverage teams to ensure seamless guest experiences.

  • Identify opportunities to enhance guest satisfaction and implement service improvements.

  • Assist in recruiting, hiring, and onboarding new front office associates.

  • Maintain an organized front office environment, ensuring the lobby and reception areas are clean, inviting, and fully stocked with guest amenities.

Qualifications:

Education: High school diploma or equivalent required; hospitality or business management training preferred.

Experience: Minimum of 2-3 years of front desk or hotel operations experience, with prior supervisory or management experience preferred.

Strong leadership skills with the ability to motivate and develop a team.

Excellent verbal and written communication skills, with a passion for guest service.

Proficient in hotel property management systems and front office technology.

Strong organizational and multitasking abilities, with attention to detail.

Ability to handle stressful situations with professionalism and problem-solving skills.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future.


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