Guest Services Lead — Brandhearted Hospitality

Holiday Inn Club Vacations Incorporated; Galveston (TX); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Holiday Inn Club Vacations Incorporated seeks an Assistant Manager of Guest Services to bring the brand promise to life in guest-facing departments. You will act as a guest advocate and mentor to the Guest Services Manager, guiding front desk, concierge, security, and resort services operations.

The role emphasizes leadership, brand culture, and continuous improvement in guest satisfaction, with responsibilities spanning staffing, budgets, and program execution to maintain a safe, welcoming

Qualifications

• Brand-centered leadership in guest-facing roles.
• Experience delivering consistent guest service excellence.
• Ability to coach and develop front‑line staff.
• Familiarity with hospitality operations and budgets.

Responsibilities

• Lead guest services operations across front desk, concierge, security, and transport.
• Model brand standards and drive guest satisfaction through feedback.
• Develop PDPs and coach team members for performance growth.
• Balance budget goals with staff engagement and brand success.
• Assist in staffing plans, performance targets and resource allocation.
• Ensure safety and security policies are followed and enforced.
• Assist in executing departmental programs and owner policies.

Skills

Brand leadership

Guest relations

Staff coaching

Education

High School Diploma or GED

Bachelor’s degree preferred

Job description

Holiday Inn Club Vacations Incorporated seeks an Assistant Manager of Guest Services to bring the brand promise to life in guest-facing departments. You will act as a guest advocate and mentor to the Guest Services Manager, guiding front desk, concierge, security, and resort services operations.

The role emphasizes leadership, brand culture, and continuous improvement in guest satisfaction, with responsibilities spanning staffing, budgets, and program execution to maintain a safe, welcoming