Hourly Guest Services Manager

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

Job summary

A leading hotel in Morristown is seeking an Hourly Guest Services Manager to oversee front desk operations and ensure exceptional guest experiences. The ideal candidate will manage staff, handle guest issues, and implement policies for enhanced satisfaction. This role requires strong communication skills and a flexible schedule, making it perfect for those with a passion for hospitality.

Qualifications

• 2-3 years of experience in a supervisory guest services role.
• Excellent communication and interpersonal skills.

Responsibilities

• Supervise front desk and ensure smooth check-in/check-out process.
• Resolve guest complaints and concerns professionally.
• Train and schedule guest service team members.

Skills

Communication

Problem Solving

Organizational Abilities

Education

High School Diploma

Tools

Infor HMS

TravelClick

Job description

Join to apply for the Hourly Guest Services Manager role at The Madison Hotel

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Join to apply for the Hourly Guest Services Manager role at The Madison Hotel

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-assign rooms for VIPs, corporate groups, etc.
• Check for guest/group preferences and requests.
• Prepare schedules two weeks in advance (preferably posted on Sundays).
• Train all new employees and assist with onboarding.
• Complete Employee Action Form for new hires, terminations, and voluntary leaves.

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

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Hospitality