Guest Experience Leader – Front Desk Excellence

Hampton Inn - Lafayette, IN; Lafayette (IN); Presencial; USD 25.000 - 33.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental

Vision

FSA

HSA

Quarterly Bonus Potential: Up to 25%

Life Insurance

AD&D

Short-Term Disability

Long-Term Disability

Critical Illness Plan

Pet Insurance

401(k) Match

Paid Time Off

Descripción de la vacante

Ivy Hospitality is seeking a Guest Services Manager to lead the front office team, ensuring warm, personalized service while overseeing check-in/check-out, guest satisfaction, and staff performance.

The role requires hands-on leadership, strong problem-solving, and collaboration with housekeeping and F&B to create a welcoming environment for guests and associates alike. Benefits include health options and a 401(k) plan.

Formación

• Education: High school diploma or equivalent required; hospitality or business training preferred.
• Experience: 2–3 years front desk or hotel operations, supervisory or management experience preferred.
• Leadership: Strong leadership skills to motivate and develop a team.
• Communication: Excellent verbal and written communication with a guest-service mindset.
• Technical: Proficient in hotel property management systems and front office technology.
• Organization: Strong organizational and multitasking abilities; professionalism under pressure.

Responsabilidades

• Lead and inspire the front office team to deliver seamless check-in, check-out, and guest experiences with warmth and professionalism.
• Act as the primary point of contact for guest concerns, resolving issues efficiently and ensuring complete satisfaction.
• Foster a welcoming atmosphere by ensuring associates greet guests with genuine hospitality and a polished appearance.
• Manage daily front desk operations, including reservations, room assignments, and guest requests.
• Monitor occupancy, rates, and revenue strategies, collaborating with sales and revenue teams as needed.
• Train, coach, and develop front desk associates to handle guest interactions confidently.
• Conduct daily team huddles to review service expectations and upcoming events.
• Oversee front desk cash handling, billing accuracy, and financial reconciliation processes.
• Ensure compliance with front office policies, safety procedures, and brand standards.
• Coordinate with housekeeping, maintenance, and F&B teams to ensure seamless guest experiences.
• Identify opportunities to enhance guest satisfaction and implement service improvements.
• Assist in recruiting, hiring, and onboarding new front office associates.
• Maintain an organized front desk environment with a welcoming lobby.

Conocimientos

Front desk operations

Guest service

Team leadership

Problem solving

Communication

Training & coaching

Educación

High school diploma or equivalent

Herramientas

PMS (Hotel Property Management System)

Descripción del empleo

Ivy Hospitality is seeking a Guest Services Manager to lead the front office team, ensuring warm, personalized service while overseeing check-in/check-out, guest satisfaction, and staff performance.

The role requires hands-on leadership, strong problem-solving, and collaboration with housekeeping and F&B to create a welcoming environment for guests and associates alike. Benefits include health options and a 401(k) plan.