Guest Experience Leader (Front Desk)

General Hotels Corporation; Melbourne (FL); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) with company match

Earned Wage Access

Hotel Room Discounts

Company Paid Life Insurance

Company Paid Telemedicine

Perks through Benefit Hub

Generous Time Off Package

Job summary

General Hotels Corporation is seeking a Guest Service Manager to lead Front Desk operations and drive exceptional guest experiences. You will supervise the Guest Services team and report to the General Manager as part of the property’s Senior Leadership Team.

The role requires experience in hotel housekeeping and front desk supervision, strong guest relations skills, and the ability to balance service quality with financial accountability. Evening and weekend work will be expected.

Qualifications

• Experience in hotel Housekeeping and Front Desk supervisory position is required.
• Must be guest focused while being creative and able to problem solve during challenging times.
• Must be able to multitask and make difficult decisions on the spur of the moment.
• Experience with PMS computer systems is required.
• Guest relations skills are required.
• Previous experience working with budgets and P&L is preferred.

Responsibilities

• Oversee all aspects of the operation and service for the Rooms and Guest Services Departments.
• Assure effective orientation and training for new staff and develop activities for experienced staff.
• Provide mentoring, coaching and regular feedback to help improve team member performance and morale.
• Support department managers, including greeting guests, covering shifts, providing direction, and overseeing all aspects of customer service and property cleanliness.
• Work closely with all departments of the hotel to ensure group, guest and employee satisfaction.
• Address team member and guest complaints and advise the General Manager about appropriate corrective actions taken.
• Work to ensure guest billing is accurate; complete daily, weekly, and monthly accounting responsibilities.
• Work closely with Sales Department to manage occupancy and group room blocks, balancing room type availability.
• Participate in weekly Revenue Management Meetings.
• Complete weekly room and public space inspections with the Executive Housekeeper.
• Complete accurate monthly forecasting for each of the department’s revenue outlets.
• Monitor budget and control expenses with a focus on room rate, guest service scores and labor cost.
• Review and approve all product invoices before submitting to accounting department. Maintain department expense budget.
• Ensure Brand Standards are followed and maintained in each department.
• Participate in all Quality Inspections.
• Participate in Manager on Duty Program, with responsibility for monthly scheduling of managers on duty.
• Ensure that all legal requirements are consistently adhered to including wage & hour laws and federal, state & local laws pertaining to room safety & sanitation.
• Ensure compliance with all federal, state and local regulations concerning health, safety, or other requirements.

Skills

Guest relations

Problem solving

Multitasking

PMS computer systems

Budgeting & P&L

English fluency

Education

Associate’s Degree in Hospitality

Tools

PMS computer systems

Job description

General Hotels Corporation is seeking a Guest Service Manager to lead Front Desk operations and drive exceptional guest experiences. You will supervise the Guest Services team and report to the General Manager as part of the property’s Senior Leadership Team.

The role requires experience in hotel housekeeping and front desk supervision, strong guest relations skills, and the ability to balance service quality with financial accountability. Evening and weekend work will be expected.