Guest Services Manager

Confidential; Boca Raton (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

Confidential in Boca Raton, FL seeks a Guest Service Manager to oversee daily Front Office operations, guide the Front Desk and Guest Services teams, and uphold high service standards to ensure seamless check-ins and guest satisfaction.

Responsibilities include team leadership, guest relations, daily operations, cross-department coordination, and MOD duties, with availability for weekends/evenings/holidays.

Qualifications

• 3–5 years in hotel front office experience.
• Minimum 1 year in supervisory role.
• Proven leadership under pressure.

Responsibilities

• Lead Front Desk, Concierge, and Bell staff; supervise daily operations.
• Handle high-level guest escalations and loyalty VIPs.
• Manage room inventory and assist with revenue upselling.
• Coordinate with Housekeeping and Maintenance for room readiness.
• Act as Manager on Duty, ensuring safety and emergency readiness.

Skills

Team Leadership

Guest Relations

Communication

Conflict Resolution

Staff Training

Tools

Opera PMS

Lightspeed PMS

OnQ PMS

Job description

The Guest Service Manager oversees daily Front Office operations to ensure seamless check-ins, resolve guest issues, and maintain high service standards. This role leads the Front Desk and Guest Services teams while driving overall guest satisfaction.

Key Responsibilities

• Team Leadership: Supervise, schedule, and train Front Desk, Concierge, and Bell staff; conduct daily shift briefings.
• Guest Relations: Handle high-level guest escalations, manage service recovery, and personally attend to VIPs and loyalty members.
• Daily Operations: Manage room inventory, assist with revenue upselling, and audit billing accuracy.
• Cross-Department Coordination: Work directly with Housekeeping and Maintenance to ensure prompt room availability and maintenance resolution.
• Shift Management: Serve as Manager on Duty (MOD), maintaining property safety and emergency readiness.

Requirements

• Experience: 3-5 years of hotel front office experience, with at least 1 year in a supervisory role.
• Tech Skills: Proficiency with Property Management Systems (PMS) such as Opera, Lightspeed, or OnQ.
• Soft Skills: Outstanding communication, conflict-resolution abilities, and leadership under pressure.
• Availability: Flexible schedule required, including weekends, evenings, and holidays.