Guest Experience Manager - Front Desk & Service Leadership

Vista Host Inc.; West Palm Beach (FL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

Life Insurance

401k Program

Employee Discounts

EAP (Employee Assistance Program)

Paid time off

Job summary

TownePlace Suites Round Rock is seeking a Guest Service Manager to coordinate front desk activities, manage reservations, and ensure guest satisfaction. This role interfaces with multiple departments and supports front-of-house operations across shifts.

The ideal candidate will lead by example, train staff, and handle guest inquiries with professionalism, contributing to a welcome, efficient guest experience at the property.

Qualifications

• Thrives in a fast-paced environment, handling multiple tasks.
• Passionate about guest service and leads by example.
• Strong communication and leadership skills; train, supervise staff.
• Effective at handling guest inquiries and escalations.

Responsibilities

• Ensure the front desk is tidy and stocked with key cards and guest packets.
• Train, supervise, and support front desk staff across shifts.
• Recruit and train new employees to maintain service quality.
• Create, organize and manage schedules for all front office staff.
• Assign tasks and monitor performance to ensure timely service.
• Handle guest complaints and inquiries with prompt resolutions.
• Troubleshoot emergencies as they arise.
• Monitor supplies and place orders to maintain stock.
• Review and respond to in-house and third-party reviews.
• Perform other duties as assigned by management.

Skills

Guest service

Leadership

Communication

Staff training

Problem-solving

Job description

POSITION TITLE: Guest Service Manager

REPORTS TO: General Manager

ABOUT TOWNEPLACE SUITES ROUND ROCK

The TownePlace Suites Round Rock, managed by Vista Host Management & Development

Company, offers all-suite accommodations for extended stays, conveniently located near

major businesses and shopping areas in Round Rock, Texas. With a complimentary

breakfast, outdoor pool, and fitness center, the hotel is ideal for business and leisure

travelers looking for a comfortable stay.

POSITION SUMMARY

The Guest Service Manager is a dynamic, multi-dimensional role responsible for

coordinating front desk activities, managing reservations, and ensuring the complete

satisfaction of all guests. This role involves handling communications across departments,

managing guest requests, and supporting front-of-house operations.

WHO IS THIS POSITION FOR?

The Guest Service Manager role is ideal for someone who:

• Thrives in a fast-paced environment, handling multiple tasks simultaneously.

• Is passionate about guest service and can lead by example, maintaining a positive

and welcoming atmosphere.

• Has strong communication and leadership skills, with the ability to train, supervise,

and support front desk staff.

• Enjoys problem-solving and is capable of managing guest inquiries and escalations

efficiently.

WHY WORK FOR US?

• Competitive salary with opportunities for performance-based bonuses.

• Vacation / Sick / Bereavement / Holiday Pay.

• Health/Vision/Dental Insurance.

• Life / STD Insurance.

• 401k Program.

• Employee Discounts (Brand Hotels & Company Hotels).

• Free, Third-Party Employee Assistance Program (personal and professional).

• Growth opportunities within Vista Host’s portfolio of properties.

DUTIES AND RESPONSIBILITIES

• Ensure the front desk is tidy and fully stocked with necessary materials (e.g., key

cards, guest packets, etc.).

• Train, supervise, and support front desk staff, ensuring that all front-of-house

positions are covered throughout shifts.

• Recruit and train new employees to maintain a high level of guest service.

• Create, organize, and manage schedules for all front office employees.

• Assign tasks and monitor front desk performance to ensure timely, accurate

customer service.

• Handle guest complaints and specific requests, providing prompt and effective

resolutions.

• Troubleshoot emergencies and unexpected situations as they arise.

• Monitor office supplies and place orders as needed to maintain adequate stock

levels.

• Review and respond to in-house and third-party guest reviews, ensuring feedback is

addressed constructively.

• Perform other duties as assigned by management.

POSITION REQUIREMENTS

• Must be able to communicate effectively in English, both written and verbally.

• Must be able to stand for long periods.

• Must be able to lift up to 20 lbs.

• Previous front desk or guest service experience is preferred, but not required