Guest Service Manager at Hotel Indigo Kansas City Downtown

Location: Kansas City, Missouri

Job Type: Full-Time | Salary | Benefits Eligible

Pay: $50,000 – $55,000 annually (based on experience)

About Us

Hotel Indigo Kansas City Downtown is a boutique IHG hotel celebrating the rich history of the Garment District with a modern, local twist. Our team prides itself on providing authentic service, memorable stays, and a welcoming environment where guests feel part of the neighborhood.

Position Overview

We are seeking a hands-on, service-driven Guest Service Manager to lead our Guest Services team. This role is central to the daily guest experience overseeing front desk operations, ensuring lobby and public areas are welcoming, and fostering collaboration between departments.

You'll be responsible for driving team performance, ensuring operational accuracy, and upholding our brand's commitment to genuine hospitality.

Key Responsibilities

Guest Experience & Operations

• Lead, train, and develop Front Desk Supervisors, Guest Service Agents, and Lobby Ambassadors.
• Ensure daily front office operations run smoothly including check-ins, check-outs, billing, and room assignments.
• Oversee valet billing and help manage 3rd-party valet operations.
• Ensure lobby and all public areas are clean, stocked, and guest-ready at all times.
• Conduct two property walks per shift and complete detailed inspection reports in Quore.
• Confirm all deposits, no-shows, postings, and room charges are accurate and timely.
• Verify reward night stays, negotiated rates, tax exemptions, and VCC billing instructions are correctly loaded, routed and processed.
• Monitor open and large balances daily, and resolve discrepancies proactively.
• Ensure front office stations (coffee, market, water, etc.) are maintained, clean, and presentable.
• Act as Manager on Duty (MOD), leading shift operations, guest recovery, and checklist completion.
• Complete and distribute MOD reports and shift recaps, including follow-ups and operational notes.

Leadership & Team Culture

• Lead by example with a visible, professional presence and hands-on leadership style.
• Foster teamwork within the Front Office and between all hotel departments.
• Coach, train, and support staff with service skills, system usage (Opera, Relay, Quore), and problem resolution.
• Conduct regular service recovery and guest interaction role-plays.
• Support scheduling, time-off approvals, and labor control in coordination with department leadership.
• Attend IHG and GLMG calls, and ensure all team members are trained on current brand standards.

Financial & Administrative

• Manage deposit ledgers, resolve payment issues, and ensure compliance with billing procedures.
• Support financial goals by reviewing rate strategies, upselling efforts, and reservation accuracy.
• Maintain inventory of supplies for front office operations and guest services.
• Ensure audit readiness and that all credit policies and routing instructions are strictly followed.

Qualifications

• Minimum 2 years of Front Office or Guest Services management experience (IHG or boutique hotel preferred).
• Proficient in Opera PMS and familiar with Quore and Relay.
• Strong leadership, coaching, and communication skills.
• Detail-oriented and organized, with the ability to multitask and remain calm under pressure.
• Proven ability to work cross-functionally and foster collaboration.
• Excellent leadership leading by example, communication, and problem-solving skills.
• Flexible availability including weekends, evenings, overnights and holidays as needed.
• A passion for hospitality and a commitment to delivering memorable experiences.

Benefits

• Competitive salary ($50,000–$55,000) with bonus eligibility
• Health, dental, and vision insurance
• Paid time off and IHG hotel discounts worldwide
• Daily team meals and beverage discounts
• Career development and advancement opportunities

Join Our Team

If you're a hospitality leader who leads by example, thrives in a boutique environment, and is passionate about creating exceptional guest experiences, we invite you to apply today. Help us bring the local flavor of Kansas City to life at Hotel Indigo Kansas City Downtown where every guest feels part of the neighborhood.

Job Type: Full-time

Pay: $42, $55,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person