Guest Service Manager

Hilton; San Antonio (TX); On-site; USD 52,000 - 72,000; Full time

Job summary

Hilton is seeking a Guest Services Manager to oversee the Front Office, ensuring smooth guest arrivals and departures and maintaining exceptional service standards at our hill country property in San Antonio.

You will lead and coach front desk staff, manage scheduling and payroll, and resolve guest issues promptly while coordinating with other departments to optimize operations and uphold brand policies.

Qualifications

• Proven leadership and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Experience with hotel property management systems preferred.

Responsibilities

• Oversee all front office operations, ensuring smooth guest arrivals and departures.
• Supervise, train, and coach front desk staff to achieve service standards.
• Manage scheduling, payroll approvals, and daily performance evaluations.
• Resolve guest complaints promptly to ensure complete satisfaction.
• Coordinate with Housekeeping and Maintenance to maximize efficiency.
• Ensure compliance with safety, security, and brand policies.

Skills

Leadership

Interpersonal communication

Problem-solving

Decision-making

Conflict-resolution

Organizational skills

Customer service orientation

Education

High school diploma

Tools

OnQ/Opera PMS

Job description

226 rooms | 12,643 sq. ft. meeting/event spaceAmenities: complimentary shuttle to and from SeaWorld, multiple on-site dining options, pet friendly rooms, fitness center, outdoor games and activities.Our Hill Country hotel is just five minutes from SeaWorld San Antonio and under 20 minutes from the River Walk and Lackland Air Force Base. Featuring three heated outdoor pools, a whirlpool, cornhole, and giant table games, along with flexible on-site dining options, the property offers a resort-style experience. It provides an engaging environment for hospitality professionals focused on creating exceptional guest experiences and leisure operations.The Guest Services Manager is responsible for overseeing the daily operations of the Front Office to ensure exceptional guest experiences, efficient processes, and consistent adherence to company and brand standards. This role provides leadership, training, and direction to front desk staff, fosters a positive team environment, and maintains the highest level of guest satisfaction.JOB DESCRIPTIONJob Title: Guest Services ManagerDepartment: Front OfficeSupervision Exercised: Front Office AssociatesSupervision Received: General ManagerMINIMUM REQUIREMENTSEducationHigh school diploma or equivalent required.ExperienceMinimum 3 years of progressive front office or guest services experience in a hotel environment.At least 1 year of supervisory or management experience required.Experience with hotel property management systems (OnQ, Opera, or similar) preferred.Skills and KnowledgeStrong leadership and interpersonal communication skills.Excellent problem-solving, decision-making, and conflict-resolution abilities.Advanced organizational skills and attention to detail.Proficient in Microsoft Office Suite (Outlook, Word, Excel).Ability to lead by example and motivate a diverse team.Flexibility to work a variety of schedules, including weekends and holidays.JOB DUTIESOversee all front office operations, ensuring smooth guest arrivals, departures, and service delivery.Supervise, train, and coach front desk staff to achieve departmental goals and maintain service standards.Manage scheduling, payroll approvals, and daily performance evaluations.Resolve guest complaints promptly and professionally to ensure complete satisfaction.Monitor and verify accuracy in cash handling, billing, and reporting.Partner with Housekeeping, Maintenance, and other departments to coordinate operations and maximize efficiency.Ensure compliance with safety, security, and brand policies at all times.Support the Director of Rooms with administrative tasks, budgeting, and operational planning.Perform additional duties as assigned by management.HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.