A well-established full-service hotel is seeking a dynamic Guest Services Manager to lead its front office and guest services team. This is an exciting opportunity for a hospitality professional who thrives in a guest-facing, fast-paced environment and is passionate about creating memorable experiences. As a key member of the leadership team, the Guest Services Manager will oversee daily operations, ensure brand service standards are met, and support team development with a focus on performance, efficiency, and guest satisfaction. This role plays a vital part in coordinating across departments to deliver seamless service and will assist the General Manager with operational planning, strategy execution, and compliance. Ideal candidates will bring hands-on experience in branded hotel environments (such as Hilton), strong interpersonal and organizational skills, and a commitment to both service excellence and safety standards. If you're a confident leader with a guest-first mindset and a drive to lead high-performing teams, this role offers the opportunity to make a meaningful impact.

Description

Guest Services Operations

• Oversee all daily front office activities, including front desk and guest relations functions.
• Lead, schedule, and support the guest services team to ensure seamless and warm guest interactions.
• Ensure smooth check-in/check-out procedures and resolve guest concerns promptly and professionally.
• Act as Manager on Duty when required, managing operations and guest experience across the property.
• Provide training and motivation to team members, reinforcing Hilton service standards of warmth, attentiveness, and accuracy.
• Monitor guest satisfaction metrics and implement service enhancement initiatives.
• Collaborate closely with housekeeping, maintenance, and food & beverage departments to deliver cohesive service.
• Personally manage VIPs, groups, and high-profile guests with discretion and attention to detail.
• Assist the General Manager with staffing, scheduling, budgeting, and policy compliance.
• Contribute to hotel-wide initiatives and prepare guest service and operations reports for leadership.

Health & Safety Leadership

• Conduct regular safety audits and implement corrective measures where needed.
• Train front office team on emergency procedures, sanitation standards, and incident protocols.
• Lead or support emergency drills and maintain up-to-date safety documentation.
• Serve on the hotel's Safety Committee and promote a culture of safety and preparedness.

Requirements

• Prior experience with Hilton systems, brand standards, and service expectations strongly preferred.
• 2-3 years of supervisory or assistant management experience in front office or guest services.
• Demonstrated leadership and team-building skills within a mid-sized property (150-200 rooms).
• Proficient in hotel property management systems (preferably Hilton OnQ or PEP).
• Strong conflict resolution abilities and a guest-first mindset.
• Understanding of health and safety compliance and emergency response procedures.
• Flexibility to work evenings, weekends, and holidays as required.

This is a fantastic opportunity for a motivated hospitality professional who is ready to step into a leadership role and make a meaningful impact on guest satisfaction and operational success.

Corporate Culture

• Competitive salary based on experience
• Comprehensive benefits package including health and dental coverage
• Employee recognition programs and service awards
• Opportunities for career growth within a respected hotel brand
• Discounted stays at affiliated properties
• A supportive, team-oriented work environment focused on service excellence

Contact Katelyn Querin at or submit your resume in confidence below.