Front Office & Guest Experience Leader

Hilto; Shreveport (LA); On-site; USD 42,000 - 62,000; Full time

Job summary

Hilto in Shreveport, LA, operating a 313-room property with multiple on-site dining outlets, seeks a Guest Services Manager to oversee front office operations, ensure smooth guest arrivals and departures, and uphold brand standards.

You will lead, train, and coach front desk staff, manage scheduling and payroll approvals, resolve guest issues promptly, and coordinate with Housekeeping and Maintenance to maximize efficiency and service quality.

Qualifications

• Minimum 3 years of progressive front office or guest services experience in a hotel.
• At least 1 year of supervisory or management experience.
• Experience with hotel property management systems (OnQ, Opera, or similar).

Responsibilities

• Oversee all front office operations and guest arrivals/departures.
• Supervise, train, and coach front desk staff.
• Manage scheduling, payroll approvals, and daily performance evaluations.
• Resolve guest complaints promptly and professionally to ensure satisfaction.
• Coordinate with Housekeeping, Maintenance, and other departments to maximize efficiency.
• Ensure compliance with safety, security, and brand policies.

Skills

Leadership

Interpersonal communication

Problem solving

Decision making

Conflict resolution

Organizational skills

Team motivation

Education

High school diploma or equivalent

Tools

OnQ

Opera

Microsoft Office

Excel

Outlook

Job description

Hilto in Shreveport, LA, operating a 313-room property with multiple on-site dining outlets, seeks a Guest Services Manager to oversee front office operations, ensure smooth guest arrivals and departures, and uphold brand standards.

You will lead, train, and coach front desk staff, manage scheduling and payroll approvals, resolve guest issues promptly, and coordinate with Housekeeping and Maintenance to maximize efficiency and service quality.