Guest Experience Manager — Front Desk Lead (Bonuses)

bmihospitality; Lynnwood (WA); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Performance bonuses up to $1000/month

401k with match

Employee discounts at Hilton worldwide

Washington Paid Sick Leave

Vacation time based on hours worked

10 paid holidays per year

Free parking

Job summary

Embassy Suites by Hilton Seattle North Lynnwood is seeking a Guest Service Manager to oversee front desk operations and guest satisfaction. You will schedule staff, assign duties, monitor performance, and provide training to the front desk team to ensure consistent service and safety compliance.

This role involves hiring paperwork, performance reviews, resolving guest concerns, and supporting daily property operations.

Qualifications

• 2+ years of hotel front desk operations experience.
• Previous customer service experience required.
• Previous supervisory or management experience preferred.

Responsibilities

• Schedules staff based on business demand and covers front desk shifts.
• Assigns duties to front office staff and monitors performance for policy adherence.
• Provides training, including safety training, to front desk staff.
• Completes new hire paperwork and assists in staff selection.
• Reviews employee performance and conducts disciplinary actions as needed.
• Maintains accurate records (cash flow, direct bills, receipts, registrations).
• Attends operation meetings and shares information with team.
• Supports GM in property inspections and safety compliance.
• Handles guest complaints and employee concerns; may perform GM duties in absence.
• Assists with group inquiries, sales and marketing support, and rate requests.

Skills

Customer service

Staff supervision

Front desk operations

Job description

Embassy Suites by Hilton Seattle North Lynnwood is seeking a Guest Service Manager to oversee front desk operations and guest satisfaction. You will schedule staff, assign duties, monitor performance, and provide training to the front desk team to ensure consistent service and safety compliance.

This role involves hiring paperwork, performance reviews, resolving guest concerns, and supporting daily property operations.