Guest Services Manager

Stonebridge Companies; Wellington (CO); On-site; USD 56,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO

401(k) match

Wellness program

Life insurance

Disability coverage

Travel perks

Job summary

Stonebridge Companies in Lone Tree, Colorado seeks a Guest Services Manager to lead the front-of-house team and uphold service standards across Front Desk, Guest Experience, Night Audit and F&B. You will drive guest satisfaction, manage daily operations, and ensure brand excellence under the Assistant General Manager.

The role requires 2–3+ years in front office with supervisory experience, strong communication, and proficiency in Opera Cloud.

Qualifications

• 2–3+ years in front office or guest services with supervisory experience.
• Proficient in Opera Cloud and hospitality reporting tools.
• Strong interpersonal skills with conflict de-escalation ability.
• Ability to work varied shifts, including weekends and holidays.

Responsibilities

• Direct front desk, lobby and F&B operations to ensure smooth check-in/out and VIP recognition.
• Onboard, train, schedule and mentor guest service agents and night staff to uphold brand standards.
• Monitor guest feedback channels and address escalations promptly to protect guest satisfaction.
• Coordinate with housekeeping, engineering and sales to optimize room availability and upsell opportunities.
• Oversee daily shift reconciliations, cash handling and balance procedures.
• Act as MOD during shifts to ensure guest safety and incident response.

Skills

Guest services

Leadership

Communication

Flexibility

Tools

Opera Cloud

Job description

City, State: Lone Tree, Colorado Title: Guest Service Manager Location: Lone Tree, Colorado FLSA: Exempt Status: Full-time Reports to: Assistant General Manager Pay Range: $56K - $60K (Depending on Experience)

Job Summary The Guest Services Manager leads and inspires the front-of-house team to deliver exceptional guest experiences while maintaining operational and brand excellence. Reporting directly to the Assistant General Manager, this role oversees daily operations across the Front Desk, Guest Experience, Night Audit and F&B. The ideal candidate balances operational rigor with genuine hospitality - driving high Guest Satisfaction Scores(GSS), resolving escalations with empathy, managing room and supplies inventory and daily reconciliations, and fostering a service-oriented culture through effective onboarding, coaching, and compliance training.

Key Responsibilities

• Operational Leadership: Direct day-to-day front desk, lobby and F&B operations, ensuring seamless check-in/check-out flows, VIP recognitions, and high-standard guest interations.
• Team Development & Training: Onboard, train, schedule, and mentor guest service agents, night auditors and F&B team; drive brand service standards and monitor compliance through internal learning systems.
• Guest Satisfaction & Recovery: Monitor guest feedback and review channels; handle complex guest service recoveries promptly and professionally to protect brand reputation.
• Inventory & Revenue Alignment: Collaborate with housekeeping, engineering, and sales to optimize room availability, mange room blocks, and support daily upsell/revenue goals.
• Financial & Audit Oversight: Supervise daily shift reconciliations, cash handling, and night udit balancing; ensure adherence to standard operation procedures and property management system workflows.
• Safety & Security: Act as a primary MOD during assigned shifts, ensuring guest safety, key control integrity, and rapid response to property emergencies.

Qualifications & Competencies

• Experience: 2-3+ years of progressive front office or guest services experience in select-service or full-service hotels, with at least 1 year in a supervisory or lead capacity.
• Technical Skills: Proficiency in modern Property Management Systems (e.g., Opera Cloud) and standard hospitality reporting/Inventory/audit tools.
• Leadership & Communication: Strong interpersonal skills with proven success in de-escalating conflicts, motivating hourly teams, and communicating across departments.
• Flexibility: Ability to work varied shifts, including mornings, evenings, weekends and holidays as operational needs require.

Equal Employment Opportunity

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members. Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from: 2026-10-23 Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. We are visionaries in the hospitality industry, fueled by innovation and precision, and guided by our core values, which are Courage, Vigilance, Collaboration, Passion, Creativity, and Empowerment. As a privately owned hotel management company, we are committed to providing experiences and opportunities for our guests to create lifelong memories through travel. Managing a portfolio of over 160 hotels across the United States, we offer extensive growth opportunities for our partners and investors, and exceptional hospitality career opportunities for our team members. All Stonebridge openings are projected to close within 30 days of the original posting date. Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.