Guest Service Manger | Best Western Plus

Entertimeonline; North Platte (NE); On-site; USD 26,000 - 29,000; Full time

Job summary

Wilkinson Companies in North Platte, NE is seeking a hands-on Guest Services Manager to lead our Front Desk team and ensure every guest experiences warmth, efficiency, and personal attention.

This role oversees daily Front Desk operations, coaches and develops staff, handles guest questions and service recoveries, and works with hotel leadership to uphold safety, confidentiality, and professional standards while maintaining a welcoming environment.

Qualifications

• Experience in hotel Front Desk or Guest Services leadership.
• Strong communication with guests and team members.
• Ability to coach, train and develop staff.

Responsibilities

• Lead Front Desk and Guest Services teams to deliver excellent service.
• Create schedules and ensure coverage for all shifts.
• Address guest questions, concerns and service recovery professionally.
• Provide ongoing coaching and performance evaluations.
• Maintain Front Desk procedures and ensure staff training.
• Collaborate with hotel leadership to support operations.

Skills

Guest service

Communication

Leadership

Team player

Problem solving

Flexibility

Job description

• Location 3201 S. Jeffers,North Platte, NE, 69101,United States
• Base Pay $19.00 / Hour
• Job Category Hospitality, Front Desk

Contact information

• Name General
• Phone [phone]

Are you a hospitality professional who loves creating great guest experiences and helping a team succeed?

We are looking for a Guest Services Manager to lead our Front Desk team and help make every guest's stay exceptional. This is a hands-on leadership position for someone who enjoys working with people, solving problems, and setting a positive example for their team.

The Guest Services Manager oversees day-to-day Front Desk operations, supports and develops team members, responds to guest needs, and helps ensure our hotel maintains a welcoming, professional, and safe environment.

This position reports to the General Manager and/or Executive Housekeeper.

What You'll Do

• Lead and support the Front Desk and Guest Services team.
• Provide exceptional service and help create memorable guest experiences.
• Work at the Front Desk for a minimum of 4 shifts per week, depending on hotel occupancy and business needs.
• Create Front Desk schedules and ensure appropriate coverage for all shifts.
• Step in to cover staffing needs and help the team when challenges arise.
• Serve as a resource for employees when they have questions or need help troubleshooting.
• Handle guest questions, concerns, and service recovery with professionalism and a positive attitude.
• Hold regular Front Desk team meetings to communicate updates, procedures, and expectations.
• Train, coach, and develop Front Desk employees.
• Provide ongoing feedback and complete employee performance evaluations.
• Help identify opportunities for employee growth and continuing education.
• Establish and maintain consistent Front Desk procedures and standards.
• Keep training materials and Front Desk resource guides current.
• Ensure employees are properly trained and held accountable for following hotel procedures.
• Follow and reinforce hotel safety, security, privacy, and confidentiality procedures.
• Help maintain a secure property by monitoring access and addressing security concerns appropriately.
• Work closely with hotel leadership and other departments to support overall hotel operations.

What We're Looking For

We're looking for someone who is:

• Friendly, welcoming, and genuinely enjoys helping people.
• A strong communicator who can remain positive in challenging situations.
• Dependable, organized, and able to follow through on commitments.
• Comfortable making decisions and solving problems independently.
• A natural leader who enjoys coaching and developing others.
• Willing to work alongside their team and jump in wherever needed.
• Professional and committed to providing excellent guest service.
• Comfortable working in a fast-paced hotel environment.
• Flexible and willing to work weekends, holidays, evenings, and varying shifts as business needs require.

Experience Preferred but Not Limited To

• Previous hotel or hospitality experience.
• Previous Front Desk, Guest Services, Supervisory, or Management experience.
• Experience scheduling employees.
• Experience training, coaching, or developing team members.

We are willing to train the right person who demonstrates strong leadership, hospitality, and a genuine desire to serve others.

Our Leadership Philosophy

At Wilkinson Companies, we believe great leaders lead by example.

Our Guest Services Managers practice servant leadership by listening to their teams, supporting their development, holding people accountable, and creating an environment where employees can succeed.

• Honest – We do the right thing, even when no one is watching.
• Hardworking – We take ownership and give our best every day.
• Team-oriented – We support one another and work together toward a common goal.
• Guest-focused – We look for opportunities to go the extra step.
• Growth-minded – We invest in our people and help them develop.

Why Join Our Team?

If you're looking for a leadership position where you can make a real difference for both guests and employees, we'd love to meet you.

As a Guest Services Manager, you'll have the opportunity to:

• Lead and develop a team.
• Make a direct impact on the guest experience.
• Build your hospitality leadership skills.
• Be part of a team-focused company culture.
• Make a difference in the day-to-day success of the hotel.

If you're a positive, dependable hospitality leader who believes in taking care of both guests and your team, we want to hear from you!

Wilkinson Companies is an Equal Opportunity Employer.