Guest Service Manager

Hilton Shreveport; Shreveport (LA); On-site; USD 42,000 - 62,000; Full time

Job summary

Hilton Shreveport is seeking a Guest Services Manager to lead the Front Office team and ensure outstanding guest experiences at our 313-room property near the convention center. You will supervise front desk staff, coordinate scheduling, payroll, and performance reviews while upholding brand standards and service excellence for business and event guests.

Strong leadership, excellent communication, and a customer-first mindset are essential in this role, which requires flexibility to work

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.

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

MS Office

Guest service

Education

High school diploma or equivalent

Tools

OnQ

Opera

Job description

313 rooms | 1,900 sq. ft. meeting/event space

Conveniently located next to the Shreveport Convention Center, just two blocks from the Red River and a mile from the Louisiana Boardwalk. With nearby offices, including Capital One, Shaw Industries, and Chesapeake Energy, this property offers an ideal environment for hospitality professionals focused on business and event-driven operations.

Amenities

• rooftop pool with panoramic views
• whirlpool
• 24-hour fitness center
• three on-site restaurants
• airport shuttle

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 DESCRIPTION

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.

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.