Guest Experience Leader — Front Office & Upsell Growth

OTO Development; Panama City Beach (FL); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Life insurance

Tuition assistance

Paid time off

Paid holidays

Travel discounts

Job summary

OTO Development is seeking a Guest Services Manager for our busy Florida hotel. You will oversee front office operations, hire and train staff, resolve guest issues, and drive occupancy through up-selling and service excellence.

The role requires leadership, strong communication, and a guest-first mindset, with evenings/weekends coverage and close collaboration with other departments to deliver exceptional stays.

Qualifications

• 3 years of previous experience working in the hospitality industry.
• 2+ years managing a team in a hospitality role or equivalent customer service role.
• Proven customer service experience with a strong guest-focused mentality.
• Possess excellent management skills, communication skills, and multitasking skills.

Responsibilities

• Maintain a high level of guest satisfaction by overseeing the whole front office activities
• Evaluate front-office team members' performance while also hiring, training, encouraging teamwork, and setting a high level of customer service standards
• Increase occupancy and profitability by developing and promoting hotel services and amenities through up-selling strategies
• Address all guest complaints, concerns, or incidents in a polite, timely, and responsive manner
• Create financial and operational strategies for the guest service department that are consistent with the hotel's overall goals in the short and long term

Skills

Customer service

Management

Communication

Multitasking

Education

High school diploma or GED

Job description

OTO Development is seeking a Guest Services Manager for our busy Florida hotel. You will oversee front office operations, hire and train staff, resolve guest issues, and drive occupancy through up-selling and service excellence.

The role requires leadership, strong communication, and a guest-first mindset, with evenings/weekends coverage and close collaboration with other departments to deliver exceptional stays.