Guest Experience Manager | Front Desk Leader & Team Coach

Terratron; Minneapolis, BLOOMINGTON (MN, MN); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision, and life保险选项

401(k) with employer matching

Paid time off

Hotel discounts worldwide for eligible

On-Demand Pay

50% discount at Terratron outlets

Job summary

Terratron is seeking a Guest Services Manager to lead front desk operations, greet guests, and ensure a positive first impression. You will oversee guest services, associate training, and brand standards while coordinating with housekeeping and maintenance to resolve guest needs.

In this role you will manage check-in/check-out, process payments, and use PMS and hotel systems to support daily operations, while focusing on guest satisfaction and a welcoming guest experience across the property.

Qualifications

• Reliable, self-motivated and responsible time management.
• Strong oral and written communication skills.
• Ability to multitask, stay organized and adapt to business needs.

Responsibilities

• Serve as a main point of contact for guest requests during assigned shifts
• Greet and assist guests with check-in, check-out, reservations, and requests
• Motivate, train, mentor, and support guest service associates
• Handle guest check-in and check-out accurately and efficiently
• Explain room features and property information to guests
• Process payment types, transactions, disputes, deposits, and guest account needs
• Balance shift cash drawers
• Support property reward program communication and guest engagement
• Focus on improving guest satisfaction scores
• Maintain brand standards and front desk procedures
• Coordinate with housekeeping, maintenance, and management to resolve guest needs
• Use property management systems and hotel systems to support operations
• Adhere to company policies, standards, procedures, and property-specific expectations
• Extend professionalism to guests, residents, customers, clients, vendors, and associates
• Be proactive, prompt, dependable, and attentive to detail
• Act with integrity, demonstrate teamwork, and maintain the spirit to serve
• Maintain a clean, professional appearance and be in uniform as assigned
• Understand and follow basic safety, security, and emergency procedures
• Support a culturally diverse workplace and comply with applicable Federal and State laws
• Assist in other departments or property-specific tasks as business needs require

Skills

Time management

Communication

Multitasking

Team leadership

Independence

Reliability

Tools

FOSSE PMS

Lightspeed

SynXis

Job description

Terratron is seeking a Guest Services Manager to lead front desk operations, greet guests, and ensure a positive first impression. You will oversee guest services, associate training, and brand standards while coordinating with housekeeping and maintenance to resolve guest needs.

In this role you will manage check-in/check-out, process payments, and use PMS and hotel systems to support daily operations, while focusing on guest satisfaction and a welcoming guest experience across the property.