Guest Services Manager

We are pleased to announce a wonderful opportunity for a Guest Services Manager.

Our busy hotel is looking for an enthusiastic and detail-oriented customer service professional to be our next guest services manager. You will be in charge of overseeing all front office staff and operations to ensure that our guests have a wonderful stay at our property. Other responsibilities include hiring and training staff, resolving guest problems or complaints, and increasing the profitability of the hotel by improving occupancy rates through up-selling strategies.

What will you be doing most days?

• Maintain a high level of guest satisfaction by overseeing the whole front office activities
• Evaluate front-office team members' performance while also hiring, training, encouraging teamwork, and setting a high level of customer service standards
• Increase occupancy and profitability by developing and promoting hotel services and amenities through up-selling strategies
• Address all guest complaints, concerns, or incidents in a polite, timely, and responsive manner
• Create financial and operational strategies for the guest service department that are consistent with the hotel's overall goals in the short and long term

What are the requirements for this position?

• High school diploma or equivalent certification required (GED)
• 3 years of previous experience working in the hospitality industry
• 2+ years managing a team in a hospitality role or equivalent customer service role
• Proven customer service experience with a strong guest-focused mentality
• Possess excellent management skills, communication skills, and multitasking skills

This property is managed by OTO Development.

About OTO Development

OTO Development is an industry-leading hotel development and management company. Partnering with the strongest brands in hospitality, OTO owns and operates a portfolio of upscale select service, extended stay, and lifestyle hotels in key markets across the United States.

OTO has been honored as Developer of the Year by major brand partners multiple times while also earning accolades for outstanding guest service, operational excellence, community service, and sales, marketing, and revenue success.

Our company provides competitive pay and benefit programs, including medical insurance options, dental and vision insurance, 401k with company match, company provided life insurance, tuition assistance, paid time off, paid holiday time, travel discounts, and more.

Revised 5/8/26

This position unifies the hotel operations and ensures all departments are implementing creative solutions for exceptional service. You will work closely with other leaders and be present at multiple departmental daily huddles. The person in this role is responsible for coordinating games and entertainment as well as ensuring the tools and resources for service recovery are available and our team members are empowered in every department. The schedule changes based on hotel needs, but is primarily evening and weekend Manager on Duty support coverage.