AC Hotel Marriott Guest Services Manager

Terratron; Minnesota; On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Hotel discounts

On-Demand Pay

Terratron associates discount

Job summary

Terratron seeks a Guest Services Manager to lead front desk operations, guest assistance, associate motivation, training, retention, cash handling, PMS use, guest satisfaction, and brand standards.

You will train and mentor guest service associates, ensure accurate check-in/check-out, explain room features, process payments, and balance cash. Work with housekeeping/maintenance to resolve guest needs and uphold service excellence.

Qualifications

• Reliable time management and responsibility in front desk tasks.
• Strong written and verbal communication with guests and colleagues.
• Ability to work independently and as part of a team in a fast-paced environment.
• Flexibility to adapt to business needs and scheduling requirements.

Responsibilities

• Serve as main point of contact for guest requests during shifts.
• Greet and assist guests with check-in/check-out, reservations, and requests.
• Motivate, train, mentor, and support guest service associates.
• Handle guest check-in/check-out accurately and efficiently.
• Explain room features and property information to guests.
• Process payments, resolve disputes, and manage guest accounts.
• Balance shift cash drawers and support loyalty program communications.
• Focus on improving guest satisfaction scores and brand standards.
• Coordinate with housekeeping, maintenance, and management to resolve needs.
• Use PMS and hotel systems to support daily operations.

Skills

Customer service

Communication skills

Time management

Team leadership

Multitasking

PMS familiarity

Tools

FOSSE

Lightspeed

SynXis

Job description

Job Summary

Be part of the team that welcomes guests, resolves needs, and creates a positive first impression as a Guest Services Manager. The Guest Services Manager leads front desk operations, guest assistance, associate motivation, training, retention, cash handling, PMS use, guest satisfaction, and brand standards.

Key Duties and Responsibilities

• Serve as a main point of contact for guest requests during assigned shifts
• Greet and assist guests with check-in, check-out, reservations, and requests
• Motivate, train, mentor, and support guest service associates
• Handle guest check-in and check-out accurately and efficiently
• Explain room features and property information to guests
• Process payment types, transactions, disputes, deposits, and guest account needs
• Balance shift work and cash drawers
• Support property reward program communication and guest engagement
• Focus on improving guest satisfaction scores
• Maintain brand standards and front desk procedures
• Coordinate with housekeeping, maintenance, and management to resolve guest needs
• Use property management systems and hotel systems to support operations

General Expectations

• Adhere to company policies, standards, procedures, and property-specific expectations
• Extend professionalism to guests, residents, customers, clients, vendors, and associates
• Be proactive, prompt, dependable, and attentive to detail
• Act with integrity, demonstrate teamwork, and maintain the spirit to serve
• Maintain a clean, professional appearance and be in uniform as assigned
• Understand and follow basic safety, security, and emergency procedures
• Support a culturally diverse workplace and comply with applicable Federal and State laws
• Assist in other departments or property-specific tasks as business needs require

Who Are You?

• You are professional, courteous, and service-focused
• You are reliable, self-motivated, and responsible with time management
• You are highly dependable and organized with the ability to multi-task
• You can communicate verbally and in writing
• You act with integrity and have the spirit to serve
• You are motivated and able to work independently
• You are able to lead, train, coach, and support associates while maintaining standards

Essential Skills and Experience

• Reliable, self-motivated, and responsible time management
• Strong oral and written communication skills
• Ability to work independently and as part of a team
• Ability to multitask, stay organized, and adapt to business needs
• Computer, property management system, and cash handling skills preferred
• Preferred knowledge in PMS platforms such as FOSSE, Lightspeed, SynXis, or similar depending on brand
• Flexible scheduling may be required based on business needs, including weekends, holidays, days, evenings, and nights
• Ability to work with cleaning chemicals and work safely per Federal, State, Terratron, and Brand policies

Benefits Overview

Competitive benefits package with a variety of benefits and perks available based on eligibility

• Medical, dental, vision, and life insurance options for eligible full-time associates
• 401(k) with employer matching
• Paid time off, sick time off, and volunteer time off
• Hotel discounts worldwide for eligible associates
• Additional voluntary supplemental benefits
• 50% discount at all Terratron food and beverage outlets
• Now offering On-Demand Pay!

This job description provides a general overview of the role and is not intended to include all duties or responsibilities. Job duties, responsibilities, and requirements may be modified, expanded, or reassigned at any time, with or without notice, to meet business needs. Terratron, Inc. is an equal opportunity employer and is committed to providing reasonable accommodations in accordance with applicable federal, state, and local laws.