Guest Service Manager

Plazahotelelpaso; El Paso, Northern (TX, KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

HHM Hotels is seeking a Guest Service Manager to lead front desk operations, supervise associates, and ensure exceptional guest experiences in a hospitality setting. The role involves training, scheduling, budget awareness, and adherence to brand standards while promoting HHM’s EarthView sustainability guidelines.

The candidate will drive service quality, coach staff, and collaborate across departments to maintain a guest-friendly atmosphere and high satisfaction scores.

Qualifications

• High School diploma or equivalent preferred.
• Previous front desk experience equivalent training required.

Responsibilities

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Review records or reports pertaining to activities such as occupancy, payroll, and guest service scores to verify details, monitor work activities, evaluate performance and make recommendations for improvements.
• Be aware of and communicate guest service scores to drive improvement and higher guest satisfaction.
• Interpret and communicate work procedures and company policies to staff.
• Prepare and issue work schedules, deadlines, and duty assignments for front office staff.
• Analyze financial activities of department and provide input into budget planning and preparation processes.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Skills

Front desk experience

Supervision

Customer service

Staff coaching

Education

High School diploma or equivalent

Job description

Opportunity: Guest Service Manager

Manage front desk operations according to brand/hotel and sustainability standards, ensuring a guest friendly atmosphere and effective supervision of associates.

Potential Career Path

Director of Guest Services - Assistant General Manager - General Manager

Essential Job Functions

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.


• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.


• Review records or reports pertaining to activities such as occupancy, payroll, and guest service scores to verify details, monitor work activities, evaluate performance and make recommendations for improvements.


• Be aware of and communicate guest service scores to drive improvement and higher guest satisfaction.


• Interpret and communicate work procedures and company policies to staff.


• Prepare and issue work schedules, deadlines, and duty assignments for front office staff.


• Analyze financial activities of department and provide input into budget planning and preparation processes.


• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.


• Follow sustainability guidelines and practices related to HHM’s EarthView program.


• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.


• Ensure overall guest satisfaction.


• Perform other duties as requested by management.

Position Requirements

• High School diploma or equivalent preferred.


• Previous front desk experience equivalent training required.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.


• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

Source: HHM Hotels