Guest Service Manager

Position Summary

The Guest Service Manager plays a critical role in delivering an exceptional experience for every guest from arrival to departure. This leadership position oversees front-desk operations, guest relations, and team performance, ensuring the high hospitality standards of the Holiday Inn and IHG brand are consistently maintained. This is a full time position with benefits including double-pay on certain holidays and amazing hotel discounts of IHG properties throughout the world.

Job Type & Schedule

• Status: Full-Time
• Schedule: Flexible schedule required (including mornings, evenings, weekends, and holidays based on operational needs).

Key Responsibilities

1. Supervise, mentor, and schedule guest service representatives and night audit personnel to ensure seamless daily operations.
2. Maintain expert-level proficiency in the OPERA property management system to oversee reservations, check-ins, billing, and room inventory.
3. Resolve guest complaints and escalations promptly and professionally, turning challenges into positive experiences.
4. Ensure compliance with all Holiday Inn and IHG brand standards, service metrics, and safety protocols.
5. Conduct regular team training sessions focusing on Guest Love , loyalty program enrollment (IHG One Rewards), and stellar service delivery.
6. Manage daily cash postings and reconciliations.

Required Qualifications

• System Experience: Proven, hands-on experience utilizing the OPERA Property Management System (PMS) is required. IHG Brand knowledge is a plus.
• Leadership: Minimum of 1–2 years of supervisory or management experience within the hospitality or guest services industry.
• Flexibility: Full availability to work open, closing, weekend, and holiday shifts as required by a 24/7 hotel operation.
• Communication: Excellent verbal and written communication skills with a strong command of professional customer service etiquette.
• Problem Solving: Ability to multi-task, adapt to fast-paced environments, and resolve operational or guest conflict efficiently.

Benefits & Perks

Part Time Benefits

• PTO with immediate accrual
• Access 50% of your wages prior to payday
• Discount program for car rentals, travel, entertainment, etc.
• Hotel Discounts Worldwide
• 401(k) with immediate match
• Double Time for select Holidays
• Employee Assistance Program (EAP)

Full Time Benefits - all part time plus:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Basic Life/AD&D and Supplemental Life Insurance