What are the responsibilities and job description for the Guest Services Manager position at ARUNDEL MILLS OFFICE LLC?
Do you love creating memorable guest experiences, leading a team with heart, and setting the tone for exceptional hospitality from the moment a guest walks through the door?
At Home2 Suites by Hilton Arundel Mills BWI Airport, we believe hospitality is more than check-ins and check-outs—it’s about making people feel genuinely welcome, cared for, and valued. We’re looking for a Guest Services Manager who brings energy, leadership, warmth, and operational excellence to our front desk team.
This is not a “sit behind the desk” management role. We’re looking for a leader who is visible, hands-on, guest-focused, and passionate about creating smooth operations while inspiring a service-driven team.
What You’ll Do
As our Guest Services Manager, you’ll be the heartbeat of the front office operation, ensuring guests receive exceptional service while coaching and developing a high-performing team.
Your day may include:
- Leading and motivating the front desk team to deliver warm, personalized service every shift
- Being highly visible in the lobby and public spaces, engaging with guests and supporting your team in real time
- Resolving guest concerns with empathy, confidence, urgency, and sound judgment
- Driving guest satisfaction scores, loyalty engagement, and service recovery efforts
- Monitoring daily arrivals, departures, VIP guests, special requests, room readiness, and overall operational flow
- Partnering closely with housekeeping, maintenance, breakfast, and leadership teams to create a seamless guest experience
- Coaching, training, mentoring, and holding team members accountable to Hilton and hotel service standards
- Managing scheduling, payroll oversight, attendance accountability, and labor efficiency for the department
- Ensuring audit accuracy, cash handling compliance, billing accuracy, and adherence to hotel procedures
- Reviewing reports, anticipating challenges, and proactively solving problems before they impact the guest experience
- Supporting revenue goals through upselling opportunities, operational efficiency, and strong inventory awareness
- Helping foster a positive, team-first culture where everyone feels supported and empowered
Who You Are
You are someone who naturally makes people feel welcome—but you also know how to lead, organize, and keep operations running smoothly.
You likely thrive here if you are:
- A natural people leader who leads by example
- Warm, approachable, and genuinely guest-focused
- Calm under pressure and skilled at de-escalating difficult situations
- Highly organized, detail-oriented, and operationally strong
- Comfortable making decisions independently and confidently
- A coach who believes in accountability and encouragement
- Tech-comfortable and able to learn hotel operating systems quickly
- Flexible and dependable, with the availability needed to support a 24/7 hospitality operation
Preferred Experience
- Hotel front desk leadership experience required
- Hilton brand experience strongly preferred
- Experience with PEP/OnQ or comparable PMS systems preferred
- Proven experience leading teams, coaching performance, and driving guest satisfaction
- Experience handling guest recovery and service resolution
- Scheduling, payroll, and operational reporting experience preferred
What Matters Most
We can teach systems. We can train processes.
What we cannot teach is genuine hospitality, emotional intelligence, initiative, and the ability to create a welcoming environment for both guests and team members.
If you are the kind of leader who notices details, jumps in where needed, solves problems proactively, and believes hospitality should feel personal—we’d love to meet you.