Guest Service Manager

The Crescent Hotels Group; Tempe (AZ); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Team member and family discounts

Flexible schedules

Career growth & development

Insurance benefit (FT/PT)

401k plan with company match

Vacation & sick pay

Holiday pay

Recognition programs

Tuition reimbursement

Job summary

The Westin Tempe is seeking a Guest Service Manager to lead our valet and front office team. You will oversee daily operations, partner with front desk and other departments, and ensure top-tier guest experiences from arrival to departure.

Ideal candidates will have strong leadership, excellent customer service, and experience with PMS systems, with a flexible schedule that includes nights, weekends, and holidays.

Qualifications

• Must communicate in English and lead a diverse team.
• Experience supervising front office, valet, bell services or concierge.
• Proficiency with hotel PMS and front desk procedures.
• Strong leadership, organizational and communication skills.
• Ability to stay calm in high-pressure guest situations.
• Experience driving a vehicle and understanding safety codes.

Responsibilities

• Assist valet attendants with daily tasks and support front desk.
• Plan and implement hotel-wide changes affecting parking or communications.
• Expedite guest requests and maintain service standards.
• Perform other duties as assigned.

Skills

Leadership

Customer service

PMS proficiency

English communication

Team supervision

Problem solving

Job description

Description

The Westin Tempe is looking for a Guest Service Manager to join our amazing Valet and Front Office Team!

**Hours/Shifts - AM/PM availability - including weekends and holidays**

**Summary of Benefits**

• Team Member and Family Room Discounts for both Crescent Hotels and Resort and Marriott Hotels
• Flexible Schedules
• Career Growth & Development
• Insurance Benefit Available for both Full Time and Part Time Team Members
• 401k Plan and Company Match Program
• Vacation Pay / Sick Pay – Full Time and Part Time Team Members
• Holiday Pay – Full Time Team Members
• Amazing Recognition Programs/Giving Back – Community Outreach
• Tuition Reimbursement

As a Guest Service Manager, you'll be at the heart of creating unforgettable guest experiences at our beautiful Hotel. From valet and bell service to concierge support, you'll lead a dynamic team that ensures every guest feels welcomed and cared for from the moment they arrive to the time they depart. Partnering closely with the front desk and other hotel departments, you'll oversee daily operations, inspire team performance, and uphold the highest service and brand standards - making every stay truly exceptional.

If you are outgoing and are looking for great benefits, please join our Amazing Team!

Supportive Functions:

• Assist valet attendants with completion of daily tasks.
• Plan and implement hotel-wide changes such as those affecting parking or communication pieces.
• Expedite all requests by guests.
• Other duties as requested.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Current, valid driver's license and satisfactory motor vehicle report for 3 years; and annual renewals. Maintain a good driving record and knowledge of basic vehicle functions. Ability to drive a manual transmission vehicle preferred
• Basic hotel product knowledge, i.e., staffing, operations, operations, operations, operations, safety, security, structural, terminology, fire, police and health codes, hotel policies, city ordinances.
• Previous supervisory or management experience in front office, valet, bell services, or concierge operations preferred.
• Strong leadership, organizational, and communication skills.
• Ability to remain calm and professional in high-pressure or guest-related conflict situations.
• Proficiency with hotel property management systems (PMS) and front office procedures.
• Excellent customer service and problem-solving abilities.
• Flexible schedule availability, including nights, weekends, and holidays.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Regular attendance in conformance with the standards, which may be established by Crescent form time to time, is essential to the successful performance of this position. Ability to stand and walk for extended periods. Ability to grasp, lift, carry otherwise move luggage and packages weighing up to 100 lbs. Ability to move throughout building, bending, stoop and reach to assist other staff members, i.e., valet staff, front desk agents and front desk supervisors to complete Crescent individual tasks if situation demands.

PERFORMANCE STANDARDS

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.

Source: Crescent Hotels & Resorts