Guest Service Manager - Front Desk Lead & Loyalty

Brandt Hospitality Group; Fargo (ND); On-site; USD 42,000 - 63,000; Full time

Benefits offered by this job

PTO with immediate accrual

Access 50% of your wages prior to pay

Discount program for car rentals,旅行,娛樂

Hotel Discounts Worldwide

401(k) with immediate match

Double Time for select Holidays

Employee Assistance Program (EAP)

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Job summary

Brandt Hospitality Group is seeking a Guest Service Manager for a Holiday Inn property in Fargo, ND. This full-time leadership role oversees front-desk operations, guest relations, and team performance to maintain high hospitality standards across all guest interactions.

The position requires supervising staff, expert use of OPERA PMS, and ensuring brand compliance, with benefits including paid holidays, hotel discounts worldwide, and health protections.

Qualifications

• Hands-on experience with OPERA PMS is required (IHG knowledge is a plus).
• 1–2 years of supervisory/managerial hospitality experience.
• Ability to work open, closing, weekend, and holiday shifts in a 24/7 hotel.
• Excellent verbal and written communication with strong customer service etiquette.
• Ability to multi-task and resolve operational or guest conflicts efficiently.

Responsibilities

• Supervise, mentor, and schedule guest service representatives and night audit personnel to ensure seamless daily operations.
• Maintain expert-level proficiency in the OPERA property management system to oversee reservations, check-ins, billing, and room inventory.
• Resolve guest complaints and escalations promptly and professionally, turning challenges into positive experiences.
• Ensure compliance with all Holiday Inn and IHG brand standards, service metrics, and safety protocols.
• Conduct regular team training sessions focusing on Guest Love, loyalty program enrollment (IHG One Rewards), and stellar service delivery.
• Manage daily cash postings and reconciliations.

Skills

Leadership

Communication

Problem solving

Flexibility

Tools

OPERA PMS

Job description

Brandt Hospitality Group is seeking a Guest Service Manager for a Holiday Inn property in Fargo, ND. This full-time leadership role oversees front-desk operations, guest relations, and team performance to maintain high hospitality standards across all guest interactions.

The position requires supervising staff, expert use of OPERA PMS, and ensuring brand compliance, with benefits including paid holidays, hotel discounts worldwide, and health protections.