Guest Services Manager - Houston

Gilder Search Group; Houston (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

Gilder Search Group is seeking a Guest Services Manager in Houston to lead our service delivery and guest services teams. You will directly manage 12 employees and coordinate with third-party vendors to ensure timely, high-quality corporate housing experiences for clients.

The role requires 3–5 years of management experience in corporate housing or hospitality, strong leadership, and a background in vendor relations and logistics coordination.

Qualifications

• 3 to 5 years of management experience in corporate housing, hospitality, or residential property management.
• Proven leadership with 5+ direct reports and experience in fast-paced environments.
• Strong vendor relations, pricing oversight, and logistics coordination.
• Proficiency with property management software (Oscar/Orion), spreadsheets, and standard office tools.

Responsibilities

• Supervise and mentor a team of 12 and manage scheduling, including weekends.
• Oversee unit booking setups, move-in/out inspections, and service delivery across properties.
• Hold quarterly vendor reviews and ensure SLAs and quality standards are met.
• Coordinate after-hours emergency support and rapid issue resolution with stakeholders.
• Manage relationships with third-party vendors and property managers to ensure client satisfaction.
• Drive service recovery and maintain fiscal responsibility across the delivery lifecycle.

Skills

Team leadership

People management

Staff scheduling

Training & development

Emergency support

Vendor management

Quality assurance

Operations savvy

Client facing

Tools

Oscar/Orion PMS

Google Sheets

Excel

Microsoft 365

Job description

Guest Services Mgr- Houston

Industry: Corporate Housing & Furnished Accommodations
Reports To: Director of Operations
Team Size: 12 Direct Reports (Guest Services and Service Delivery)

Job Overview

The Guest Services & Service Delivery Manager leads our overall service delivery by combining empathetic people leadership with rigorous operational oversight. You will directly manage a team of 12 employees while facilitating our network of third-party vendors (housekeeping, maintenance, furniture rental, concierge services, properties) to ensure clients receive timely and exceptional corporate housing experiences. Serve as a client-facing resource representing our client’s overall experience for personalized, on-demand service and support.

Key Responsibilities

Team Leadership & People Management

• Supervise and Mentor: Direct, coach, and evaluate a team of 12 overseas service delivery and guest services coordinators and managers to ensure performance aligns with company and client KPIs and scheduling expectations.
• Staff Scheduling: Manage team shifts, task assignments, and weekend schedules to provide continuous operational coverage.
• Training & Development: Design and execute training programs focused on high-touch hospitality, process management, conflict resolution, and corporate housing software systems (Oscar/Orion).
• Evenings & Weekends (Afterhours) Emergency Support: Be available as a backup contact for afterhours emergency client or guest contact. Report and coordinate potential emergency issues and work orders between properties and clients.

Operations & Unit Readiness

• Full Booking & Unit Lifecycle Oversight: Oversee all unit booking setups through the entire process of leasing, furniture delivery, inspection, arrival communication, in-stay work orders, and departure breakdown.
• Quality Assurance: Oversee the move-in/move-out inspection process, ensuring the team conducts comprehensive setup completion and pre-arrival inspections so units meet our client’s brand standards.
• Supply Chain & Vendor Escalation Management: Facilitate service delivery escalations, scheduling conflicts, and service shortfalls for the entire unit delivery lifecycle process.
• Service Recovery: Serve as the senior escalation point for complex vendor, client, and guest issues, orchestrating rapid responses to maintenance emergencies or logistics failures while maintaining company fiscal responsibility.

Vendor & Partner Management

• Vendor Oversight: Vet and hold accountable third-party vendors, including concierge providers (inspections), property managers, housekeeping services, and furniture contractors.
• Performance Metrics: Conduct quarterly vendor reviews to monitor service-level agreements (SLAs) and quality control.
• Property Relations: Maintain positive operational ties with multi-family leasing offices and property managers where our corporate units are located.

Qualifications and Skills

• Experience: 3 to 5 years of management experience in corporate housing, hospitality, or residential property management.
• Proven Leadership: Demonstrated success directly managing a team of 5+ employees in a fast-paced environment.
• Operations Savvy: Strong background in vendor relations, pricing oversight, and logistics coordination.
• Tech Literacy: Proficiency with Property Management Systems (PMS) Oscar/Orion, Google Sheets, Excel, and Microsoft 365 Suite alongside standard optimization tools.