Hotel Guest Services Manager

Indus Hospitality Group; City of Rochester (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Indus Hospitality Group in Rochester, NY seeks a Guest Service Manager to oversee the front desk and guest services, ensuring smooth arrivals, departures, and memorable experiences. This role requires supervising front office staff, handling guest concerns, managing room inventory, and coordinating with other departments to meet guest needs while upholding brand standards and hotel policies.

You will lead a team dedicated to delivering friendly, responsive, and professional service, maintaining

Qualifications

• 1–3 years of related front desk or guest services experience.
• AA degree or equivalent required.
• Must be able to lift up to 50 pounds.
• Strong communication and problem-solving abilities.

Responsibilities

• Assign duties and shifts to associates and monitor adherence to policies.
• Handle guest inquiries and resolve complaints promptly.
• Perform Front Desk duties as needed.
• Maintain accurate records, logs, and inventory of supplies.
• Coordinate with restaurant, lounge, and other departments to meet guest needs.
• Ensure cleanliness of front office, lobby, and surrounding areas.
• Attend staff meetings and participate in service improvement initiatives.

Skills

Guest service

Front desk supervision

Team leadership

Communication skills

Problem-solving

Education

Associate's degree or equivalent

Job description

SummaryThe Guest Service Manager is responsible for overseeing the front desk and guest services operations to ensure exceptional guest experiences from arrival to departure. This role includes supervising front office staff, handling guest concerns, managing room inventory, and coordinating with other departments to meet guest needs efficiently. The Guest Service Manager sets service standards, leads by example, and ensures all team members deliver friendly, responsive, and professional service in line with brand expectations and hotel policies.Essential Duties and ResponsibilitiesAssign duties and shifts to associates and observe performance to ensure adherence to hotel policies and established operating procedures.Ensure proper cash and key control procedures are followed.Answer inquiries pertaining to hotel policies and services.Attend staff meetings to discuss company policies and guest complaints, and to make recommendations to improve service and ensure more efficient operation.Perform Front Desk duties as needed.Exceed Guest expectations by providing exemplary serviceProvide guests with information pertaining to available services and hours of the hotel, i.e. restaurant, lounge.Ensure effective departmental communication through logs, daily stand up meetings and monthly department meetings.Ensure all brand standards and initiatives are implemented and followed.Perform a variety of administrative tasks including monitoring service trends using Guest Satisfaction results, processing department payroll, maintaining an accurate inventory of supplies, and handling any accounting and purchasing functions, i.e. cost and inventory levels for the Market/Pantry.Maintain up to date records and files.Provide information pertaining to hours and available services of the hotel, i.e. restaurant, lounge, room service.Ensure the cleanliness of the Front office, lobby and surrounding areas.Assist in checking all fixtures, equipment and conditions (lights, music, heating/cooling, furniture, wallpaper, etc.) for proper operations, settings and maintenance. Report deficiencies.Supervisory ResponsibilitiesDirectly supervises associates in the Front Office Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.Education and/or ExperienceOne to three years related experience and/or training; Associate's degree (A. A.) or equivalent from two-year college or technical school; or equivalent combination of education and experience.The associate must be able to occasionally lift and/or move up to 50 pounds.While performing the duties of this Job, the associate is occasionally exposed to outside weather conditions, dust and chemicals.The noise level in the work environment is usually moderate.The associate works in an environment open to the general public.Why Join Indus Hospitality Group?At Indus Hospitality Group, we offer a dynamic work environment that fosters growth, innovation, and collaboration. Our team provides exceptional service and creates memorable experiences for both our guests and employees. Joining us means being part of a supportive, inclusive culture where your contributions are valued, and your career development is a priority.We are committed to providing you with opportunities for personal and professional growth, ensuring that you have the tools and resources to thrive in your role. If you are a self-motivated, detail-oriented individual with a passion for recruitment, we invite you to apply for this exciting opportunity to make a meaningful impact on our team and help shape the future of our organization.Come grow with us at Indus Hospitality Group!