Hotel Guest Service Manager

bmihospitality; Lynnwood (WA); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Performance bonuses up to $1000/month

401k with match

Employee discounts at Hilton worldwide

Washington Paid Sick Leave

Vacation time based on hours worked

10 paid holidays per year

Free parking

Job summary

Embassy Suites by Hilton Seattle North Lynnwood is seeking a Guest Service Manager to oversee front desk operations and guest satisfaction. You will schedule staff, assign duties, monitor performance, and provide training to the front desk team to ensure consistent service and safety compliance.

This role involves hiring paperwork, performance reviews, resolving guest concerns, and supporting daily property operations.

Qualifications

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

Responsibilities

• Schedules staff based on business demand and covers front desk shifts.
• Assigns duties to front office staff and monitors performance for policy adherence.
• Provides training, including safety training, to front desk staff.
• Completes new hire paperwork and assists in staff selection.
• Reviews employee performance and conducts disciplinary actions as needed.
• Maintains accurate records (cash flow, direct bills, receipts, registrations).
• Attends operation meetings and shares information with team.
• Supports GM in property inspections and safety compliance.
• Handles guest complaints and employee concerns; may perform GM duties in absence.
• Assists with group inquiries, sales and marketing support, and rate requests.

Skills

Customer service

Staff supervision

Front desk operations

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