About this role
*Position Overview*
The Guest Services Manager leads the Front Desk operation and is accountable for a warm, polished and memorable guest experience from pre arrival through departure and post stay follow up. *This is a highly visible, hands on leadership role* that develops the Guest Services team and coordinates closely with Housekeeping, Maintenance, Reservations, Sales, Events and Food and Beverage.
*Key Responsibilities*
*Guest Experience*
? Act as a visible and welcoming presence in the lobby and throughout the hotel.
? Ensure every guest receives attentive, personalized and professional service.
? Oversee arrivals, departures, room assignments, special requests and VIP experiences.
? Anticipate guest needs and identify opportunities to personalize and enhance each stay.
? Manage guest concerns and service recovery with professionalism, empathy and sound judgment.
? Follow up on guest feedback and ensure issues are documented, communicated and resolved.
? Monitor online reviews and satisfaction trends and address recurring concerns with the management team.
? Promote the hotel's dining, entertainment, seasonal programming and marketplace experiences.
*Front Desk Leadership*
? Lead, coach and support Front Desk and Guest Services team members.
? Assist with recruitment, onboarding, training and ongoing performance development.
? Establish clear service standards, operating procedures and daily expectations.
? Conduct team briefings covering hotel activities, group arrivals, special events and operational updates.
? Prepare Front Desk schedules according to business levels and approved labour targets.
? Ensure appropriate management coverage during peak periods, weekends, holidays and special events.
? Address performance or conduct concerns promptly and professionally.
Rooms and Daily Operations
? Oversee reservations, registration, room assignments, guest accounts, payment processing and departures.
? Review daily occupancy, arrivals, departures, special requests, packages and group requirements.
? Coordinate with Housekeeping and Maintenance so rooms are clean, inspected and available on time.
? Complete regular guest room and public area inspections and follow through on concerns.
? Support room inventory management and resolve overselling, relocation or room status issues.
? Ensure parking, key control, cash handling, deposits, refunds and billing procedures are followed accurately.
? Maintain complete shift reports, incident reports and management logs.
? Participate in the Manager on Duty rotation and respond to emergencies or after hours matters when required.
*Interdepartmental Coordination*
? Work with Housekeeping, Maintenance, Food and Beverage, Sales and Events to deliver a seamless stay.
? Coordinate amenities, celebrations, group arrivals, special occasions and VIP arrangements.
? Ensure Front Desk employees can confidently explain current packages, restaurant offerings and seasonal experiences.
? Support group, wedding and event operations through accurate room block, arrival and billing communication.
? Participate in management meetings and contribute to operational planning and continuous improvement.
*Financial and Administrative Responsibilities*
? Monitor Front Desk labour, overtime and departmental expenses.
? Review daily transactions, payment variances, adjustments, refunds and outstanding guest accounts.
? Ensure rate, package and billing information is entered and communicated correctly.
? Support revenue opportunities through room upgrades, extended stays, dining reservations and other hotel experiences.
? Assist with departmental budgeting, forecasting and performance reporting.
? Maintain accurate records while protecting guest privacy and confidential information.
Safety and Security
? Ensure the team understands emergency, fire, evacuation, first aid and security procedures.
? Respond appropriately to guest incidents, medical concerns, alarms and s