Description

The Guest Services Manager leads the Guest Services, Concierge, and Uniformed Services/Transportation teams to deliver attentive, friendly, and efficient service throughout the guest stay. This leader ensures high standards of service, fosters employee morale, and collaborates with other departments to optimize revenue, occupancy, and overall guest satisfaction.

• Respond promptly and courteously to guest requests, complaints, and incidents.
• Conduct hiring interviews and follow recruitment procedures.
• Develop employee morale and provide training for Guest Services personnel.
• Review daily room status, analyze rate variance, and monitor occupancy to maximize revenue.
• Attend daily and monthly rooms merchandising meetings and participate in the M.O.D. program.
• Prepare staff schedules, review worked hours, and submit payroll information timely.
• Ensure accurate billing of no‑show revenue and manage purchase orders and invoicing.
• Maintain communication with accounting, housekeeping, reservations, and credit departments.
• Operate front‑office computer systems, generate reports, and monitor PBX console usage.
• Uphold front‑desk cash handling, credit policies, and service standards.
• Manage lost‑and‑found procedures and key control system.
• Coordinate VIP and special guest requests and ensure timely delivery of messages and packages.
• Participate in department meetings and focus on guest service and audit scores.

Requirements

• Motivate, coach, and discipline Guest Services staff according to SOPs.
• Minimum 5 years progressive hotel experience (or equivalent education and experience).
• Supervisory experience required.
• Proficient with Windows, spreadsheets, word processing, and Opera Cloud.
• Valid driver’s license.
• Ability to lift up to 20 lb occasionally and 10 lb frequently.
• Strong verbal and written communication with guests and staff.
• Excellent listening, problem‑solving, multitasking, and prioritization skills.
• Consistent professional appearance, attendance, and adherence to hotel standards.
• Ability to maintain confidentiality and handle complex information.
• Willingness to work long or light hours as needed and participate in training and M.O.D. coverage.

Benefits

Compensation for this position is offered on a yearly basis. Highgate Hotels is a leading real‑estate investment and hospitality management firm with over $15 billion in assets under management and a global portfolio of more than 400 hotels across North America, Europe, the Caribbean, and Latin America. With a 30‑year track record of innovation, the company guides properties through every stage of the cycle—from planning and development to recapitalization or disposition—leveraging industry‑leading revenue‑management tools to maximize asset value.

Training + Development

Interview process

Visa Sponsorship

Security clearance