Guest Service Manager

FAIRFIELD INN - JACKSONVILLE, NC; Jacksonville (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

Fairfield Inn - Jacksonville, NC is seeking a Guest Service Manager to lead front desk and guest services, ensuring friendly, efficient service while upholding brand standards.

You will supervise a team, manage schedules, review guest feedback, handle escalations, and partner with the General Manager to control staffing and expenses.

This on-site role requires strong leadership, organization, and multitasking in a fast-paced environment, with flexible availability including nights and weekends.

Qualifications

• 1+ year supervising at least three associates.
• 2+ years of service industry experience.
• Strong leadership, communication, organization, and problem-solving skills.
• Experience with property management systems and basic computer applications.
• Ability to multitask and remain organized in a fast-paced environment.
• Must meet company security clearance requirements.

Responsibilities

• Lead, train, coach, and develop guest service associates.
• Oversee front desk, lobby, and applicable hotel amenity operations.
• Resolve escalated guest concerns promptly and professionally.
• Review guest feedback and implement strategies to improve satisfaction scores.
• Manage schedules, payroll, inventory, supplies, and administrative responsibilities.
• Work with the General Manager to maintain staffing and expenses within budget.
• Ensure compliance with brand standards, company policies, and safety and security procedures.
• Maintain service recovery and communication logs.
• Support hotel operations as staffing needs arise.
• Perform other duties as assigned.

Skills

Leadership

Communication

Organization

Problem-solving

Multitasking

PMS experience

Computer basics

Tools

PMS (Property Management System)

Job description

Description

The Guest Service Manager leads front desk and guest service operations, ensuring guests receive friendly, responsive service while maintaining company and brand standards.

Key Responsibilities

• Lead, train, coach, and develop guest service associates.


• Oversee front desk, lobby, and applicable hotel amenity operations.


• Resolve escalated guest concerns promptly and professionally.


• Review guest feedback and implement strategies to improve satisfaction scores.


• Manage schedules, payroll, inventory, supplies, and administrative responsibilities.


• Work with the General Manager to maintain staffing and expenses within budget.


• Ensure compliance with brand standards, company policies, and safety and security procedures.


• Maintain service recovery and communication logs.


• Support hotel operations as staffing needs arise.


• Perform other duties as assigned.

Requirements

Qualifications

• 1+ year supervising at least three associates.


• 2+ years of service industry experience.


• Strong leadership, communication, organization, and problem-solving skills.


• Experience with property management systems and basic computer applications.


• Ability to multitask and remain organized in a fast-paced environment.


• Must meet company security clearance requirements.

Physical & Scheduling Requirements

• Ability to push/pull up to 60 lbs. and lift/carry up to 30 lbs.


• Ability to stand/walk for extended periods, bend, stretch, and reach.


• Flexible availability, including nights and weekends.


• Periodic overnight travel may be required.


• This is an on-site, full-time position.