Hotel Guest Service Manager

BMI Hospitality Management; Lynnwood (WA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, and vision

Performance bonuses

401k with match

Employee discounts

Paid sick leave

Vacation time

Holidays

Free parking

Job summary

Embassy Suites by Hilton Seattle North Lynnwood is seeking a Guest Service Manager to lead front desk operations and ensure outstanding guest experiences. You will schedule staff, assign duties, provide training, and uphold hotel policies while maintaining precise records and safety standards.

The role emphasizes guest satisfaction, team leadership, and collaboration with the GM on daily operations, inspections, and service improvements. Prior supervisory experience in hospitality is preferred.

Qualifications

• 2+ years of work experience in hotel front desk operations
• Previous customer service experience required
• Previous supervisory or management experience preferred

Responsibilities

• Schedules staff based on business demand and ensures front desk coverage
• Assigns duties to front office staff and monitors performance
• Provides training, including safety training, to front desk staff
• Selects or assists in selecting front office staff and completes new hire paperwork
• Maintains records including cash flow sheet and registration cards
• Attends operation meetings and shares information with team
• Supports GM in daily and weekly property inspections and safety compliance
• Handles guest complaints and employee concerns, and assists in resolutions
• Covers front desk shifts when needed to maintain smooth operations
• Assists with sales and marketing efforts as directed

Skills

Staff scheduling

Customer service

Supervisory experience

Policy adherence

Job description

Do you want to work for a great company with competitive benefits and pay? The Embassy Suites by Hilton Seattle North Lynnwood is looking to hire a Guest Service Manager. If you think you'd be a great addition to our team.

Benefits:

• Medical, dental, and vision offered after qualification period
• Competitive performance bonuses - potential for up to $1000 monthly
• 401k with match offered after qualification period
• Employee discounts at Hilton Hotels worldwide
• Washington State Paid Sick Leave
• Vacation time accrued based on hours worked
• 10 paid holidays each year
• Free parking

Essential Job Functions:

• Schedules staff based on business demand and ensure all front desk shifts are covered
• Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures
• Provides training, including safety training, to front desk staff
• Selects or assists in the selection of front office staff and completes all new hire paperwork
• Reviews front office employee performance and conducts personnel actions such as disciplinary actions, including terminations
• Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and all other sensitive documents
• Conducts or assists in conducting staff meetings
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures
• Attends all operation meetings, Revenue calls, group resume and BEO meeting in a timely manner and ensure information is shared with team members
• Assists GM in performing daily and weekly property inspections ensuring property is maintained to standard and that all safety equipment and conditions are to code
• Takes on projects as assigned by GM and completes them by the due date
• Receives and resolves or assists in resolving guest complaints and employee concerns
• Performs functions of the General Manager in their absence
• Covers shifts on front desk, if needed, to maintain smooth operations
• Corresponds with group contacts and travel agents to answer special requests for rooms and rates
• Assists with sales and marketing efforts as directed
• Answers inquiries pertaining to hotel policies and services
• Assists General Manager in annual employee reviews; ensures employee wages follow wage and salary guidelines
• Supports General Manager in housekeeping department operations in the absence of a Housekeeping Manager

Required Education / Certifications / Work/Industry Experience:

• 2+ years of work experience in hotel front desk operations
• Previous customer service experience required
• Previous supervisory or management experience preferred