Guest Service Manager

Suites by Hilton West Sacramento; San Antonio (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Suites by Hilton West Sacramento is seeking a Guest Services Manager to lead the Front Office and deliver exceptional guest experiences. The role requires overseeing daily front desk operations, supervising staff, and ensuring smooth check-ins and check-outs.

You will manage scheduling and payroll, resolve guest issues, and collaborate with Housekeeping and Maintenance. A HS diploma is required, with 3+ years in front office and 1+ year in supervision; OnQ/Opera or similar PMS is preferred.

Qualifications

• High school diploma or equivalent required.
• Minimum 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.
• Strong leadership, interpersonal communication, problem-solving, and organizational skills.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel).
• Ability to lead by example and motivate a diverse team.
• Flexibility to work weekends and holidays.

Responsibilities

• Oversee 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.

Skills

Leadership

Interpersonal skills

Problem solving

Organizational skills

Microsoft Office

Team motivation

Education

High school diploma

Tools

Hotel PMS OnQ

Opera PMS

Job description

226 rooms | 12,643 sq. ft. meeting/event space

Amenities: 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.

Job Title : Guest Services Manager

Department: Front Office

Supervision Exercised: Front Office Associates

Supervision Received: General Manager

Minimum Requirements

Education

High school diploma or equivalent required.

Experience

Minimum 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 Knowledge

Strong 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 Duties

• Oversee 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.

Equal Opportunity Employer

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.