What are the responsibilities and job description for the Hotel Guest Service Manager position at Grandstay Hotel & Suites, Johnston IA?
USA TODAY Top Workplaces Award Winner – 2024, 2025 & 2026
Join an award-winning hospitality company and lead the guest experience strategy for a hotel committed to service excellence, guest loyalty, and memorable hospitality experiences.
Benefits & Perks $500.00 Sign-On Bonus
· Competitive Salary
· Performance Bonus Opportunity
· Medical, Dental, Vision, Critical, Accident, & Life Insurance
· Paid Time Off (PTO)
· Paid Holidays
· Hotel Discounts
· Career Growth & Advancement Opportunities
· Leadership Development Programs
· Employee Recognition Programs
· Supportive Team-Oriented Culture
· Work for a USA TODAY Top Workplace Award Winner (2024, 2025 & 2026)
Position Summary
GLMG Hotels is seeking a passionate and guest-focused Guest Service Manager to lead the hotel's guest experience strategy and ensure exceptional service delivery throughout the guest journey at our La Quinta Hotel & Suites in Johnston IA. This position oversees front desk operations, guest satisfaction initiatives, service recovery efforts, loyalty program engagement, and overall guest experience performance.
What You'll Do
· Lead all guest satisfaction and service excellence initiatives throughout the hotel.
· Champion a guest-first culture across all departments.
· Monitor guest feedback, surveys, online reviews, and social media comments.
· Develop action plans to improve guest satisfaction and experience scores.
· Manage service recovery efforts and follow up with guests to ensure satisfaction.
· Supervise front desk operations and guest service team members.
· Assist with scheduling, training, coaching, and performance management.
· Monitor guest satisfaction scores, online reputation platforms, and loyalty program metrics.
· Develop and deliver guest service training programs.
· Partner with Housekeeping, Maintenance, Food & Beverage, and Sales teams to improve guest experiences.
Qualifications
· 2–3 years of hospitality, guest service, or hotel operations experience preferred.
· Previous Front Office Manager, Guest Service Manager, Assistant General Manager, or leadership experience preferred.
· Experience managing guest satisfaction programs and service recovery efforts preferred.
· Strong communication, coaching, and leadership skills.
· Knowledge of guest feedback platforms, online reputation management, and loyalty programs.
· Passion for hospitality and guest satisfaction.
Why GLMG Hotels?
At GLMG Hotels, we believe Every Guest Matters and Every Team Member Matters. Our Anchors for Success guide everything we do. We invest in our people, celebrate success, and create opportunities for growth while delivering exceptional hospitality experiences for our guests, team members, and owners.
Pay: $37,000.00 - $42,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Free parking
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Hotel management: 2 years (Preferred)
Work Location: In person
Salary : $37,000 - $42,000