Guest Services Manager

Hotel Equities; Baltimore (MD); On-site; USD 70,032 - 80,157; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

Vacation & holiday pay

Employee assistance program

Career growth opportunities

Reduced room rates

401(k) with company match

Employee discount

Referral program

Job summary

A leading hotel management firm in Baltimore, MD, is seeking a Guest Services Manager. This role involves managing guest satisfaction, resolving complaints, and supervising front office tasks. Ideal candidates will have experience in guest relations and the ability to work shifts per hotel needs. Benefits include medical coverage, employee discounts, and career growth opportunities.

Qualifications

• Ability to effectively deal with internal and external customers.
• Basic mathematical skills necessary for cash handling and transactions.
• Ability to read, speak, and understand English.

Responsibilities

• Assist with reservation responsibilities and guest interactions.
• Field guest complaints and provide effective solutions.
• Monitor department supplies and assist other departments.

Skills

Customer service

Conflict resolution

Basic mathematics

Effective communication

Computer proficiency

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Base pay range

$19.50/hr - $21.00/hr

Job Summary

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Manager for Delta Baltimore North in Baltimore, MD.

Essential Job Duties and Responsibilities

• Assist in the execution of reservation responsibilities including but not limited to making/updating/cancelling reservations, returning phone calls/email, and entering/updating group rooming lists and blocks.
• Increase the level of guest satisfaction by delivering an improved product through employee development, job engineering, and quality image.
• Field guest complaints, conduct thorough research to develop effective solutions and negotiate results. Listen and extend assistance to resolve problems.
• Assist front desk agent, concierge, bell attendants, and front office manager with the execution of their duties as needed.
• Due to the nature of the hospitality industry, employees are required to work varying schedules to reflect the business needs of the hotel.
• Serve as manager on duty.
• Monitor department supplies.
• Monitor hotel emails.
• Assist other departments as directed.

Required Knowledge / Skills / Abilities

• Must have ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Basic mathematical skills necessary to operate a cash register, make change, count total bank, prepare cash drops, and total all other charges.
• Ability to read, speak, and understand the English language to communicate with guests.
• Ability to access and accurately input information using a moderately complex computer system.

Desired Software Proficiencies

Knowledge of Microsoft Office products.

Supervisory Responsibilities

• Assist in the supervision of front office, night audit, and bell stand staff.

Education / Experience

• High school diploma or equivalent (preferred).
• Guest relations/service experience required; hospitality experience preferred.
• Valid driver’s license required.

Physical Requirements

Frequency key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1‑3 hours; Frequent – 3‑6 hours; Constant – 6‑8 hours.

• Sitting – Rare
• Walking – Frequent
• Climbing stairs – Occasional
• Crouching/bending/stoop – Frequent
• Reaching – Frequent
• Grasping – Constant
• Pushing/pulling – Occasional
• Near vision – Constant
• Far vision – Constant
• Hearing – Constant
• Talking – Constant
• Smell – Occasional
• Taste – Rare
• Lifting/carrying – Frequent (up to 50 lbs)
• Travel – Rare

Materials / Equipment Used

• Operation of computer, telephone, two‑way radio.

Benefits

• Team‑driven and values‑based culture
• Medical/Dental/Vision coverage
• Vacation & holiday pay
• Employee assistance program
• Career growth opportunities / manager training program
• Reduced room rates throughout the portfolio
• 401(k) with company match
• Employee discount
• Referral program

Location & Compensation

Baltimore, MD. Base pay range $19.50/hr - $21.00/hr. Estimated annual salary $70,032.00 – $80,157.00.

Seniority Level

Mid‑senior level

Employment Type

Full‑time

Job Function

Other / Hospitality