Guest Services Manager

Location Elon, NC
Property Inn at Elon
Date Posted July 3, 2019
Job Type Customer Service, Front Desk, Management


Elon, NC – The Guest Services Manager is responsible for the successful operation of the Front Office and Bell/Valet departments and ensuring that an exceptional experience is delivered to every guest visiting the Inn at Elon. The Guest Services Manager must also represent the hotel in a positive manner and drive results through the motivation and empowerment of hotel staff.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.


  • Interview, hire, train, supervise and motivate all Guest Services staff
  • Create Guest Services department policies, procedures, and training programs
  • Schedule all Guest Services staff in accordance with budget requirements and business level demands
  • Maintain operational knowledge of property management system
  • Communicate closely with Housekeeping, Engineering, and Food & Beverage to ensure a seamless guest experience
  • Hold daily line-ups with Guest Services staff to communicate the events occurring at the Inn
  • Perform routine inspections of the Inn for cleanliness and maintenance
  • Review daily checklists to ensure that staff has accurately completed each item
  • Assist the staff and be hands-on wherever needed
  • Perform additional duties as required


  • Responsible for Guest Service scores, review the scores with the staff, site areas for improvement, and create incentives for hotel staff
  • Handle guest feedback and special requests, resolve any guest issue, and respond to guest reviews
  • Demonstrate a commitment to servicing the guest and takes initiative to speak to all guests
  • Show personal control by maintaining a positive attitude, and staying calm and patient in all situations


  • College degree and two years of related experience in hotel operations preferred
  • Strong verbal and written communication skills
  • Significant attention to detail
  • Computer skills required – experience with Hotel information systems preferred
  • New hotel opening experience recommended; however, not required

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