Guest Service Manager

Ontario Trillium Foundation; Round Rock (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Bonuses possible

Health Insurance

401k Program

Employee Discounts

Job summary

TownePlace Suites Round Rock is seeking a dynamic Guest Service Manager to oversee front desk operations, reservations, and guest satisfaction. This role collaborates across departments to ensure a smooth, welcoming stay.

Ideal candidates will lead by example, train staff, handle guest inquiries, and resolve escalations promptly. The position offers competitive pay, benefits, and growth opportunities within Vista Host’s portfolio.

Qualifications

• Must be able to communicate effectively in English, both written and verbally.
• Experience in front desk or guest service is preferred but not required.
• Ability to train, supervise and support front desk staff.

Responsibilities

• Ensure the front desk is tidy and fully stocked with key cards and guest packets.
• Train, supervise, and support front desk staff across shifts.
• Recruit and train new front desk personnel to maintain service levels.
• Create and manage schedules for all front office employees.
• Respond to guest requests and resolve issues promptly.
• Monitor guest reviews and address feedback constructively.

Skills

Communication

Leadership

Staff training

Guest service

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?

• 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