Guest Services Manager: Elevate Front Desk Experience

Aloft-Santa-Clara; San Jose (CA); On-site; USD 70,350 - 95,000; Full time

Job summary

Aloft Santa Clara is seeking a Guest Services Manager to lead the Front Office/Guest Services team and drive exceptional guest experiences. You will oversee daily operations, supervise Guest Services Supervisors and Agents, and partner with culinary, sales, and engineering to support VIP arrivals and group blocks.

Ideal candidates bring at least 3 years of front office or guest services experience in a hotel, plus a year in a supervisory role, with strong leadership, problem solving, and

Qualifications

• Leadership and interpersonal communication skills required.
• Strong problem-solving, decision-making and conflict-resolution abilities.
• Advanced organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel).
• Ability to lead by example and motivate a diverse team.
• Flexibility to work weekends and holidays.

Responsibilities

• Ensure guest services team complete their daily checklist.
• Resolve guest issues, complaints, and requests with urgency and empathy.
• Ensure front desk procedures (room assignments, payment processing, key distribution) are performed accurately.
• Maintain knowledge of hotel features, services, hours, room types.
• Assist in manual reservations and monitor enrollment and survey scores.
• Coordinate VIP arrivals, groups, and room blocks with special requests.
• Train and cross-train Guest Services staff per brand standards.
• Communicate effectively with other departments to meet guest needs using tools like Quore and Outlook.
• Conduct monthly department meetings and daily stand-ups to review needs and events.

Skills

Leadership

Interpersonal communication

Problem solving

Decision making

Conflict resolution

Organizational skills

Attention to detail

Leadership by example

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Aloft Santa Clara is seeking a Guest Services Manager to lead the Front Office/Guest Services team and drive exceptional guest experiences. You will oversee daily operations, supervise Guest Services Supervisors and Agents, and partner with culinary, sales, and engineering to support VIP arrivals and group blocks.

Ideal candidates bring at least 3 years of front office or guest services experience in a hotel, plus a year in a supervisory role, with strong leadership, problem solving, and