Hourly Guest Services Manager

The Madison Hotel; Morristown (NJ); On-site; Full time

Job summary

A leading hotel is seeking a Guest Service Manager to ensure exceptional guest experiences. This role involves supervising front desk operations, managing staff, and addressing guest issues to enhance satisfaction. The ideal candidate should have supervisory experience and excellent communication skills.

Qualifications

• Minimum 2-3 years of experience in a supervisory guest services role.
• Excellent communication and interpersonal skills.
• Flexible schedule, including nights, weekends, and holidays.

Responsibilities

• Oversee front desk operations and guest relations.
• Resolve guest complaints and concerns.
• Train and schedule guest service team members.

Skills

Communication

Interpersonal Skills

Problem-Solving

Organizational Abilities

Education

High School Diploma or Equivalent

Tools

Hotel Management Systems

Job description

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This range is provided by The Madison Hotel . Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$22.00/hr - $25.00/hr

Job Title: Guest Service Manager

Department: Front Office / Guest Services

Reports To: Director of Hotel Operations.

Location: The Madison Hotel

Job Summary

The Guest Service Manager is responsible for overseeing and ensuring the delivery of exceptional guest experiences. This role manages front desk operations, guest relations, concierge services, and ensures all guests receive prompt, courteous, and efficient service. The Guest Service Manager acts as the main point of contact for guest issues, manages staff, and implements policies to enhance overall guest satisfaction.

Key Responsibilities

• Supervise front desk.
• Ensure a smooth check-in/check-out process and handle VIP guests or special requests.
• Resolve guest complaints and concerns in a professional and timely manner.
• Train, coach, and schedule guest service team members.
• Monitor guest feedback through surveys, reviews, and direct interactions; implement improvements as needed.
• Maintain strong knowledge of hotel products, services, amenities, and local attractions.
• Ensure front office operations comply with company policies, procedures, and standards.
• Work closely with housekeeping, maintenance, and other departments to meet guest expectations.
• Support revenue-generating initiatives such as room upgrades and upselling.
• Pre-assigning rooms for VIPs, Corporate groups ect.
• Checking for Guest/ group preferences and requests.
• Prepare Schedule two weeks in advance (Posted on Sundays Preferably)
• Train all new employees and assist with on boarding .
• Complete Employee action form for new hires, termination and voluntary leave employees.
  
  

Qualifications

• High school diploma or equivalent
• Minimum 2-3 years of experience in a supervisory guest services role
• Excellent communication and interpersonal skills
• Strong problem-solving and organizational abilities
• Proficient in hotel management systems (e.g., Infor HMS, TravelClick, etc.)
• Flexible schedule, including nights, weekends, and holidays

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitality

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