guest services manager

*Position Overview* The Guest Services Manager is responsible for leading the day-to-day operations of the hotel?s Front Desk and Guest Services team while ensuring every guest receives a welcoming, professional, and consistent experience. This role provides hands-on leadership, supports the Front Desk team, resolves guest concerns, and helps maintain high standards for service, cleanliness, safety, and operational efficiency. The ideal candidate is a confident and approachable leader who enjoys working with people, can remain calm under pressure, and takes pride in creating exceptional guest experiences. *Guest Experience & Service* * Welcome guests and ensure a warm, professional arrival and departure experience. * Monitor guest satisfaction and proactively address concerns before they escalate. * Handle escalated guest complaints and service recovery situations professionally and fairly. * Follow up with guests when appropriate to ensure concerns have been resolved. * Maintain a strong understanding of Fairfield by Marriott service standards and ensure the team consistently delivers them. * Monitor online guest reviews and identify opportunities to improve the guest experience. * Create a positive, welcoming atmosphere throughout the Front Desk and lobby areas. *Front Desk Operations* * Oversee daily Front Desk operations, including check-ins, check-outs, reservations, room assignments, billing, payments, and guest requests. * Ensure Front Desk procedures are followed accurately and consistently. * Monitor arrivals, departures, VIPs, groups, special requests, and other important daily operational information. * Assist with room inventory management and coordinate with Housekeeping regarding room status. * Ensure cash handling, credit card procedures, and end-of-day processes are completed accurately. * Assist with resolving reservation discrepancies, billing issues, and other guest account concerns. * Maintain accurate records and ensure all required documentation is completed. *Team Leadership* * Lead, coach, train, and support Front Desk and Guest Services team members. * Set clear expectations for service, professionalism, appearance, attendance, and performance. * Conduct regular coaching and provide constructive feedback to team members. * Assist with onboarding and training new employees. * Prepare or assist with staff schedules to ensure appropriate Front Desk coverage. * Recognize strong employee performance and help build a positive team culture. * Address performance or attendance issues in accordance with company policies. *Communication & Coordination* * Maintain effective communication between Front Desk, Housekeeping, Maintenance, Management, and other hotel departments. * Communicate important guest information and operational issues to the appropriate team members. * Ensure shift-to-shift handovers are thorough and accurate. * Escalate significant guest, staffing, maintenance, or operational issues to the General Manager or appropriate member of management. *Hotel Standards & Compliance* * Ensure the Front Desk and lobby consistently meet Fairfield by Marriott brand standards. * Promote Marriott Bonvoy enrollment and ensure guests receive appropriate information about the program. * Follow all company policies, Marriott standards, health and safety requirements, and applicable employment regulations. * Maintain guest confidentiality and protect personal and payment information. * Report maintenance, safety, security, or other property concerns promptly. *Leadership Expectations* The Guest Services Manager is expected to lead by example and be highly visible and accessible to both guests and employees. The successful candidate will: * Demonstrate a strong commitment to guest satisfaction. * Remain professional and composed during difficult situations. * Take ownership of problems and follow them through to resolution. * Hold team members accountable while maintaining a supportive work environme