Guest Service Manager

OMNI is honored to partner with TS2 Hospitality in the search for a Guest Service Manager to join the team at their Holiday Inn Express property in Olathe. The Guest Service Manager leads the front desk and breakfast teams and is possibly the most influential leader in the hotel when it comes to delivering a remarkable hospitality experience.

TS2 Hospitality is a family-owned, Kansas City-based hospitality ownership and management company with four hotels open.  They are part of the larger Ehrhardt Properties hotel group with over 30 franchised hotels in Missouri, Illinois, Kansas, and Oklahoma and a brand portfolio including Marriott, Hilton, IHG, Choice, and Wyndham. 

TS2 vision: We deliver remarkable hospitality by encouraging excellence in each other.

TS2 values: We are family | We are selfless servants | We own it | We will straight talk | We have fun

Position Summary

The Guest Service Manager is responsible for creating a culture of engagement and accountability while running a 24/7/365 operation. Understanding and addressing the needs of the team, constant training and coaching, and working a flexible schedule are essential to success in this role.

• Hire, train, and manage a team in all aspects of front desk and breakfast responsibilities.
• Ability to work a flexible schedule, working alongside the team to train and engage them.
• Hold regular meetings with all employees ensuring clear expectations are set and standards are met and documented.
• Complete trainings including brand training, company training, and in-person instruction.
• Own all aspects of sales execution and assist with sales efforts as directed by management.
• Cover front desk, night audit, and breakfast shifts or work as double coverage as needed based on staffing.
• Attend all mandatory hotel and company meetings including weekly leader virtual meetings.
• Oversee hotel accounting functions including cash handling, accounts receivable, and billing.

• Passionate about delivering excellent guest service and problem resolution, maintaining a professional and positive attitude in every guest interaction. Previous front desk experience in a hotel preferred.
• Background in a leadership role engaging, motivating, training, and empowering a team for delivering remarkable hospitality.
• Act as first point of contact for associates and guests providing excellent communication.
• Manage and address any employee challenges and performance issues with a positive demeanor.
• Strong computer and organizational skills.
• Flexibility with schedule to work evening, weekend, and holidays as needed.
• Physically able to perform all responsibilities including but not limited to standing for a full shift, bending, stooping, kneeling, reaching, and lifting up to 50 pounds.

Compensation & Benefits

• This is a non-exempt hourly position with compensation of $20-22/hour with a target of 45 hours per week and overtime pay of time-and-a-half for hours over 40 hours per week.
• Performance reviews with annual raise eligibility.
• Quarterly bonus plan with revenue and team performance incentives.
• Health, vision and dental insurance for full-time (30+ hours per week) employees.
• Paid time off for full-time employees.
• Up to $2400 referral bonus for referring new employees (per referral, see handbook for details).
• 401(k) with 3% employer contribution (no employee match required, must meet eligibility requirements including age, tenure and hours worked, see policy documents for details).
• Hotel discounts for employees, family and friends through brand discount programs.
• Opportunities for promotions into senior leadership roles.

We appreciate your referrals to professionals who may have an interest in this outstanding opportunity.

Formal interest accepted through the OMNI Executive Career Portal.

Please direct all inquiries to:

OMNI Human Resource Solutions

Meredith Baker, Search Consultant,

OMNI and our clients are Equal Opportunity Employers