Guest Service Manager

AC Doral LLC; Florida; On-site; USD 55,000 - 75,000; Full time

Job summary

AC Doral LLC is seeking an experienced Guest Service Manager to oversee daily hotel operations and support the General Manager in delivering outstanding guest experiences. You will lead a diverse team, uphold brand standards, and drive performance across departments to ensure smooth, efficient service.

Focus areas include guest satisfaction, staff development, scheduling, budgeting, and compliance with safety regulations.

Qualifications

• 3+ years of progressive leadership experience in hotel operations.
• Bachelor's degree in Hospitality Management, Business Administration, or equivalent.
• Proficiency with PMS and MS Office/Excel; experience with labor scheduling software.

Responsibilities

• Oversee daily hotel operations ensuring guest satisfaction and brand standards.
• Recruit, onboard, train, and mentor department heads and staff.
• Monitor guest feedback and lead service-improvement initiatives.
• Assist GM with labor cost controls, forecasting, and expense management.
• Conduct property inspections to maintain cleanliness, safety, and compliance.

Skills

Leadership

Operations management

Team development

Communication

Education

Bachelor's degree in Hospitality Management or Business Administration

Tools

PMS software

MS Office/Excel

Labor scheduling software

Job description

We are seeking an experienced, dynamic, and detail-oriented Guest Service Manager to oversee daily hotel operations and support the General Manager in driving operational excellence, guest satisfaction, and team leadership.

Key Responsibilities

• Operational Leadership: Oversee daily operations to ensure seamless guest experiences and adherence to brand standards.

• Team Development: Recruit, onboard, train, schedule, and mentor department heads and line staff. Foster a positive, inclusive work culture focused on performance and accountability.

• Guest Experience: Monitor guest feedback (GSS, online reviews) and lead initiatives to elevate service delivery, resolve escalations promptly, and drive high satisfaction scores.

• Financial Management: Assist the GM in labor cost controls, forecasting, and expense management. Monitor inventory levels and audit daily reports.

• Standards & Compliance: Conduct regular property inspections to maintain high standards of cleanliness, safety, maintenance, and brand compliance. Ensure adherence to local OSHA, health, and labor regulations.

Qualifications & Requirements

• Experience: 3+ years of progressive leadership experience in hotel operations preferred.

• Education: Bachelor’s degree in Hospitality Management, Business Administration, or equivalent industry experience.

• Technical Skills: Proficiency with Property Management Systems (PMS) along with MS Office/Excel and labor-scheduling software.

• Leadership: Proven ability to manage, motivate, and develop multi-disciplinary teams in a fast-paced environment.

• Communication: Exceptional verbal and written communication skills; strong conflict-resolution capabilities.