Position Summary
The Guest Service Manager is responsible for overseeing all front office and guest-facing operations to ensure an exceptional guest experience at the Holiday Inn San Marcos Convention Center. This role leads the front desk team, manages daily operations, resolves guest concerns, and upholds brand standards while driving guest satisfaction and operational efficiency.
Key Responsibilities
Supervise daily front desk operations, including check-in, check-out, reservations, and guest inquiriesLead, train, and coach Guest Service Agents to deliver outstanding hospitality and service consistencyEnsure compliance with Holiday Inn brand standards, policies, and proceduresHandle guest concerns, complaints, and special requests promptly and professionally, ensuring satisfactory resolutionMonitor guest satisfaction scores, reviews, and feedback; implement improvements as neededCoordinate with housekeeping, maintenance, and other departments to ensure seamless guest experiencesManage room inventory, upgrades, and VIP arrivalsOversee scheduling, payroll, and staffing levels to meet operational needsConduct regular team meetings and performance evaluationsMaintain accurate records, reports, and financial accountability for front office operationsEnsure safety, security, and emergency procedures are followedQualifications
Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred but not required2–4 years of experience in hotel front office or guest services, with at least 1 year in a supervisory roleStrong leadership, communication, and problem-solving skillsProficiency in hotel property management systems (e.g., Hotel Key)Ability to work flexible hours, including evenings, weekends, and holidaysCustomer-focused mindset with a commitment to service excellenceCore Competencies
Leadership and team developmentGuest relations and conflict resolutionOperational efficiencyAttention to detailMultitasking in a fast-paced environmentProfessionalism and positive attitudeWork Environment
This position operates in a fast-paced hotel environment within a convention center setting, requiring frequent interaction with guests, staff, and event attendees. The role may involve standing for extended periods and handling high guest volumes during peak events.
Benefits:
Employee discounts at IHG propertiesOpportunities for career growth and development Read Less