Guest Service Manager

Vista Host Hotels Management & Development; Austin (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

PTO

Health insurance

Vision Insurance

Dental Insurance

Life Insurance

401k

Employee discounts

EAP

Growth opportunities

Job summary

Vista Host Hotels Management & Development is seeking a Guest Service Manager for TownePlace Suites Round Rock. You will coordinate front desk activities, manage reservations, and ensure guest satisfaction through proactive communication and staff support.

Questo role emphasizes leadership, problem solving, and cross‑department collaboration to maintain high service standards and a welcoming guest experience on site.

Qualifications

• Experience in front desk or hospitality roles preferred.
• Strong written and verbal communication skills.
• Ability to lead, train and support staff across shifts.

Responsibilities

• Coordinate front desk activities and ensure smooth check-ins/outs.
• Manage reservations and guest requests with a focus on satisfaction.
• Communicate across departments to resolve issues quickly.
• Train, supervise and support front desk staff throughout shifts.
• Monitor guest feedback and drive service improvements.
• Handle escalations and emergencies with calm, professional response.
• Maintain tidy, stocked reception area and assign tasks as needed.
• Review schedules and adjust staffing for peak times.
• Partner with management on guest recovery and problem solving.
• Support front‑of‑house operations to maintain guest flow.

Skills

Customer service

Leadership

Team supervision

Communication

Problem solving

Job description

About Towneplace Suites Round Rock

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

POSITION TITLE: Guest Service Manager

REPORTS TO: General Manager

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?

• 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.

The Vista Host Promise: We will inspire unlimited potential for every Vista Host associate and hotel guest. We will do this by serving all whom we encounter with genuine kindness and exceptional hospitality. With these efforts, we will empower, and always advocate for, every person’s experience to result in their heartfelt desire to return.