Guest Services Manager: Lead a High-Impact Front Desk

hilton garden inn; Charlotte (NC); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability (short & long-term)

Paid time off & holidays

401K with company match

Hotel rate discounts

Job summary

McKibbon is seeking a Guest Services Manager (OEM) to lead the hotel front desk operations and deliver exceptional guest experiences in Charlotte, NC. You will oversee daily activities, ensure accountability, and maintain brand standards while collaborating with housekeeping, maintenance, and other departments.

You will coach staff, manage budgets and labor, and act as the primary liaison for guests, resolving issues with courtesy and efficiency while upholding McKibbon’s Guiding Principles.

Qualifications

• Excellent communication and problem-solving skills.
• Ability to lead a front desk team in a fast-paced hotel environment.
• Strong customer-service orientation and attention to detail.

Responsibilities

• Oversee daily front desk operations and shift closings.
• Supervise front desk staff and ensure proper labor coverage.
• Train staff on brand standards and service culture.
• Handle guest concerns promptly and professionally.
• Monitor guest satisfaction, revenue accuracy, and daily reports.

Skills

Communication

Problem-solving

Team leadership

Customer focus

PMS knowledge

Flexibility

Tools

PMS systems

Job description

McKibbon is seeking a Guest Services Manager (OEM) to lead the hotel front desk operations and deliver exceptional guest experiences in Charlotte, NC. You will oversee daily activities, ensure accountability, and maintain brand standards while collaborating with housekeeping, maintenance, and other departments.

You will coach staff, manage budgets and labor, and act as the primary liaison for guests, resolving issues with courtesy and efficiency while upholding McKibbon’s Guiding Principles.