Guest Services Manager

Ensures efficient service and meaningful experiences for guests. Surveys patrons to identify needs and expectations. Responsible for resolving sensitive guest situations on an individual basis through telephone calls email or special interactions. Converses and interacts with guests about complaints and directs other employees as needed or works directly with guests to resolve the concern. Responds to inquiries concerns and compliments by preparing documentation and correspondence in proper format after researching matters relevant to the subject. Coordinates with Lodging Manager to establish and maintain budgets for departmental needs and staff development incentives and recognition items. Performs front desk duties in the lodging guest reception unit as time permits.
Supports and explains management programs to subordinates. Implements corrective actions within authority to resolve work problems. Recommends solutions to staffing problems work operations etc. as appropriate to other supervisors. Plans establishes and schedules leave; sets performance standards; selects the most suitable applicants for vacancies determines performance ratings and training needs; and prepares and recommends disciplinary actions. Advises and counsels workers on how to improve their performance and explains new work techniques. Investigates grievances and complaints; resolves them informally notifying supervisors of those of sufficient importance or seriousness. Keeps supervisor(s) informed of progress and advises supervisor(s) of significant developments that may impact plans projects or operations. Performs required Lodging management duties as needed in the absence of Lodging Manager to ensure operational continuity. Performs other related duties as assigned.

If interested in applying for this position you may preview the online application: of employment

• Successful completion and favorable adjudication of applicable background investigation (Tier 1 Level) is required.
• Must meet state and legal age requirement for sale of alcoholic beverages.
• The incumbent must be able to work a regular or rotating schedule that may include evening or nights weekends and holidays.

Who May Apply: Open to everyone. Applicants will be categorized by preference(s) and/or priority consideration eligibilities. An applicants eligibility will be determined based on eligibility claimed in the questionnaire and proof of eligibility MUST be provided with application by the closing date 11/04/2026

Business Based Action Military Spouse Preference Outside Applicant Veteran Spouse/Widow/Parent of Veteran and Transition Hiring Preference

In order to qualify you must meet the experience requirements described below. Experience refers to paid and unpaid experience including volunteer work done through National Service programs (e.g. Peace Corps AmeriCorps) and other organizations (e.g. professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience including volunteer experience. Your resume must clearly describe your relevant experience; if the position allows for qualifying based on education your transcripts will be required as part of your application.

Qualifying Experience: Functional experience in front desk operations to include cashier and general office work for hotel/lodging facility. Skill using a property management system; communicating instructions (verbal/written); analyzing operational issues then developing and implementing solutions. Ability in resolving customer complaints; applying management methods and techniques (i.e. leading a team in accomplishing work; evaluating performance; creating work schedules etc.).


You will be evaluated on the basis of your level of competency in the following areas: