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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Hotel Guest Services Manager OEM

· Job Posted February 13, 2026
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Job Description

As a key member of the property leadership team, the Guest Services Manager is responsible for overseeing the daily operations of the guest services at the hotel to ensure a seamless guest experience. Reporting to the General Manager, the Guest Services Manager will be responsible for addressing guest concerns and requests and maintaining the highest level of ethical leadership to lead the front desk team to deliver excellent customer service while embodying McKibbon’s Guiding Principles. The Guest Service Manager is an OEM (Overtime Eligible Management) position.

Job Responsibility

  • Assisting with the overall performance of the property’s front desk department, including guest satisfaction, brand quality assurance, budget and labor
  • Act as a main point of contact for guests, ensuring their needs are met efficiently and courteously
  • Anticipate guest needs and provide personalized service to enhance their experience
  • Supervise the daily operations of the front desk operations and front desk staff, including the supervision of shift closings, bank audits, and daily reports
  • Responsible for scheduling the Front Desk Department and adhering to company labor guidelines to ensure proper coverage
  • Train all front desk staff as it relates to brand and company standards to maximize service culture
  • Assist with sales and champion the Daily Sell Strategy
  • Assist with the implementation of front office programs to enhance the experience and enjoyment of the guests stay
  • Responsible for maintaining compliance and remaining up to date on new initiatives for the brand and company
  • Inspect and ensure that safety and security standards are being maintained
  • Handle guest complaints and concerns promptly, ensuring appropriate resolutions
  • Conduct daily reviews of guaranteed no-show billing, guest ledger, and accounts receivables
  • Perform payment processing and ensure that a form of payment is secured on all folios and process payment upon reaching a specific balance
  • Responsible for overseeing the Market (fully stocked, weekly inventory, place orders)
  • Assist the Executive Housekeeper twice weekly, inspecting guest rooms and public areas and work with both housekeeping, maintenance and other departments to fulfill guest requests
  • Cover Front Desk shifts as needed according to the budgeted Labor Plan
  • Embrace McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, Make a Lasting Impression

Requirements

  • Experience working in a hotel as a front desk representative (or equivalent)
  • Experience with major hotel brands like Marriott, Hilton, or Hyatt (highly desired)
  • The ability to work weekends, holidays, and evenings
  • The ability to ensure that hotel policies and brand standards are followed
  • Ability to effectively interact with people of diverse socioeconomic cultural disability and ethnic backgrounds
  • Ability to ensure that hotel policies, procedures and brand standards are followed
  • Maintain a high level of professionalism, trust and responsibility
  • Demonstrates exceptional attention to detail, ensuring accuracy and timeliness in all communications and documentation
  • Must excel in high-pressure, fast-paced environments
  • Possess strong listening skills with the ability to comprehend and address concerns and issues raised by workers, clients, and guests
  • Must be attentive, friendly, helpful, and courteous to clients, guests, and associates

Nice to have

  • Excellent communication and problem-solving skills
  • The skills and experience to lead a team to consistently deliver exceptional guest service
  • Developing the leadership qualities of all staff
  • Maintaining positive relationships with associates to drive associate satisfaction
  • Knowledge of hotel management PMS systems
  • Ability to work under pressure and handle difficult situations professionally
  • Customer focused with a passion for providing exceptional service

What we offer

  • Comprehensive benefits package including medical, dental, and vision
  • Life insurance
  • Pet Insurance
  • Short and long-term disability
  • Paid time off and holidays
  • Tuition assistance
  • Competitive Compensation with incentives
  • 401K Savings Plan with 50% matching funds
  • Associate referral program
  • Brand and company training classes, workshops and conferences for career growth and development
  • Fundraising matching funds program
  • Team volunteer opportunities
  • 24/7 chaplain services
  • Exclusive hotel rate discounts
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