Guest Services Manager: Lead Front Office & WOW Guests

Pyramid Global Hospitality; Hanover (York County); On-site; USD 60,000 - 62,000; Full time

Job summary

The Hanover Inn, part of Pyramid Global Hospitality, seeks a Guest Services Manager to lead the Front Office team. You will guide check‑in/out, ensure guest satisfaction, and coach staff to deliver WOW service while coordinating with housekeeping and maintenance.

Ideal candidates have 3–5 years of Front Office leadership in a service hotel, a flexible schedule, and a college degree preferred. You will manage budgets and staff development to optimize revenue and guest experiences.

Qualifications

• 3-5 years of Front Office leadership in a service-focused hotel or resort.
• Flexible schedule including mornings, nights, weekends and holidays.
• College degree preferred.
• Strong verbal and written communication skills.
• Experience with PMS systems and computers.

Responsibilities

• Oversee Front Office operations and lead the team to deliver guest experiences.
• Manage budget, labor costs, forecasts, and monthly P&L.
• Develop and mentor Front Desk Agents and Valet/Bell Attendants.
• Ensure training materials are in place and coaching programs implemented.
• Monitor room inventory, rate plans, and occupancy to maximize revenue.
• Resolve guest issues and WOW guests through proactive service.

Skills

Front Office leadership

Customer service

PMS systems

Communication skills

Education

College degree

Tools

PMS systems

Job description

The Hanover Inn, part of Pyramid Global Hospitality, seeks a Guest Services Manager to lead the Front Office team. You will guide check‑in/out, ensure guest satisfaction, and coach staff to deliver WOW service while coordinating with housekeeping and maintenance.

Ideal candidates have 3–5 years of Front Office leadership in a service hotel, a flexible schedule, and a college degree preferred. You will manage budgets and staff development to optimize revenue and guest experiences.