Guest Service Manger Best Western Plus

Are you a hospitality professional who loves creating great guest experiences and helping a team succeed?

We are looking for a Guest Services Manager to lead our Front Desk team and help make every guest's stay exceptional. This is a hands-on leadership position for someone who enjoys working with people, solving problems, and setting a positive example for their team.

The Guest Services Manager oversees day-to-day Front Desk operations, supports and develops team members, responds to guest needs, and helps ensure our hotel maintains a welcoming, professional, and safe environment.

This position reports to the General Manager and/or Executive Housekeeper.

What You'll Do

• Lead and support the Front Desk and Guest Services team.
• Provide exceptional service and help create memorable guest experiences.
• Work at the Front Desk for a minimum of 4 shifts per week, depending on hotel occupancy and business needs.
• Create Front Desk schedules and ensure appropriate coverage for all shifts.
• Step in to cover staffing needs and help the team when challenges arise.
• Serve as a resource for employees when they have questions or need help troubleshooting.
• Handle guest questions, concerns, and service recovery with professionalism and a positive attitude.
• Hold regular Front Desk team meetings to communicate updates, procedures, and expectations.
• Train, coach, and develop Front Desk employees.
• Provide ongoing feedback and complete employee performance evaluations.
• Help identify opportunities for employee growth and continuing education.
• Establish and maintain consistent Front Desk procedures and standards.
• Keep training materials and Front Desk resource guides current.
• Ensure employees are properly trained and held accountable for following hotel procedures.
• Follow and reinforce hotel safety, security, privacy, and confidentiality procedures.
• Help maintain a secure property by monitoring access and addressing security concerns appropriately.
• Work closely with hotel leadership and other departments to support overall hotel operations.

What We're Looking For

We're looking for someone who is:

• Friendly, welcoming, and genuinely enjoys helping people.
• A strong communicator who can remain positive in challenging situations.
• Dependable, organized, and able to follow through on commitments.
• Comfortable making decisions and solving problems independently.
• A natural leader who enjoys coaching and developing others.
• Willing to work alongside their team and jump in wherever needed.
• Professional and committed to providing excellent guest service.
• Comfortable working in a fast-paced hotel environment.
• Flexible and willing to work weekends, holidays, evenings, and varying shifts as business needs require.

Experience Preferred but Not Limited To

• Previous hotel or hospitality experience.
• Previous Front Desk, Guest Services, Supervisory, or Management experience.
• Experience scheduling employees.
• Experience training, coaching, or developing team members.

We are willing to train the right person who demonstrates strong leadership, hospitality, and a genuine desire to serve others.

Our Leadership Philosophy

At Wilkinson Companies, we believe great leaders lead by example.

Our Guest Services Managers practice servant leadership by listening to their teams, supporting their development, holding people accountable, and creating an environment where employees can succeed.

We believe in being:

• Honest – We do the right thing, even when no one is watching.
• Hardworking – We take ownership and give our best every day.
• Team-oriented – We support one another and work together toward a common goal.
• Guest-focused – We look for opportunities to go the extra step.
• Growth-minded – We invest in our people and help them develop.

Why Join Our Team?

If you're looking for a leadership position where you can make a real difference for both guests and employees, we'd love to meet you.

As a Guest Services Manager, you'll have the opportunity to:

• Lead and develop a team.
• Make a direct impact on the guest experience.
• Build your hospitality leadership skills.
• Be part of a team-focused company culture.
• Make a difference in the day-to-day success of the hotel.

If you're a positive, dependable hospitality leader who believes in taking care of both guests and your team, we want to hear from you!

Submit your application and tell us why you would be a great addition to the Wilkinson Companies team.

Wilkinson Companies is an Equal Opportunity Employer.