What are the responsibilities and job description for the Guest Service Manager position at Hampton Inn Jackson Hole?
Overview
We are seeking an experienced Guest Services Manager to lead our Front Office team and deliver exceptional guest experiences. This role oversees all guest-facing operations including the front desk, night audit, and related guest services, while ensuring brand standards, financial controls, and service expectations are consistently met.
The ideal candidate is a hands-on leader who thrives in a fast-paced hospitality environment, knows how to coach and develop a team, and takes ownership of both guest satisfaction and operational performance.
Responsibilities
- Oversee daily front desk operations, including check-in/check-out procedures and guest inquiries
- Manage guest relations to ensure exceptional service and resolve any issues promptly
- Supervise front desk staff, including training, scheduling, and performance management
- Handle night audit responsibilities when needed to ensure accurate financial reporting and reconciliation
- Maintain phone etiquette and operate multi-line phone systems efficiently
- Coordinate with housekeeping, maintenance, and other departments to meet guest needs
- Develop and implement strategies to improve guest satisfaction scores
- Assist in managing reservations, cancellations, and special requests for guests
- Conduct regular inventory of supplies and equipment
- Ensure compliance with hotel policies, safety standards, and hospitality regulations
Qualifications
- Proven experience in hospitality management or hotel operations, with a focus on guest services
- Strong customer service skills with the ability to handle diverse guest needs effectively
- Bilingual or multilingual abilities preferred to serve a diverse clientele
- Knowledge of front desk procedures, night audit processes, and multi-line phone systems
- Excellent communication skills with professional phone etiquette
- Leadership experience in managing hotel staff or guest services teams
- Ability to work flexible hours, including nights and weekends as needed
- Hospitality or hotel management certification is a plus
This position offers an engaging environment for professionals passionate about hospitality excellence. We value candidates who demonstrate leadership, cultural sensitivity, and a commitment to creating memorable experiences for our guests.
Pay: $68,000.00 - $74,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Free parking
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Education:
- Bachelor's (Preferred)
Experience:
- Front Office: 2 years (Required)
- Front Desk Supervisor: 1 year (Required)
Language:
- English (Required)
Ability to Commute:
- Jackson, WY 83001 (Required)
Work Location: In person
Salary : $68,000 - $74,000