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TN
The Nora Hotel
Guest Service Manager
Career Insights for Hotel Manager
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Scorecard
Based on Florida data
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What they do
A Hotel Manager manages a hotel, ensures the comfort of guests and manages business practices for the establishment. Handles guest services or supervises front office, cleaning and maintenance staff. May set room rates. Tracks expenses and inspects facilities for cleanliness and quality.
$60,882 / year median in Florida
+8% projected growth
Job Description
The Guest Service Manager is responsible for supporting the daily operation of the Front Office while ensuring exceptional guest service standards are consistently delivered. This role serves as a leader on duty, overseeing front desk operations, guest relations, arrivals, departures, pool operations and service recovery while fostering a culture of hospitality that reflects the Nora Hotel brand. The Guest Service Manager will assist in leading, developing, and motivating the Front Office team to achieve operational excellence, guest satisfaction goals, and departmental performance objectives. Essential Duties and Responsibilities Guest Experience & Service Excellence Ensure all guests receive a warm, personalized, and professional arrival and departure experience. Resolve guest concerns and service recovery situations promptly and effectively. Monitor guest satisfaction scores and implement corrective actions when needed. Act as Manager on Duty as assigned. Maintain a visible presence in the lobby and guest-facing areas. Anticipate guest needs and create memorable experiences. Front Office Operations Supervise daily front-desk operations, including check-in, check-out, cashiering, and guest services. Ensure adherence to hotel policies, procedures, and service standards. Manage room inventory in coordination with Housekeeping and Reservations. Monitor VIP arrivals, special requests, and group arrivals. Ensure proper handling of guest accounts, billing issues, and payment procedures. Oversee shift handovers and operational communication. Monitor and manage pool staff Monitor and Manage Bell staff Monitor and manage reservations staff Team Leadership Assist with recruiting, onboarding, and training Front Office associates. Conduct daily pre-shift meetings and operational briefings. Provide coaching, mentoring, and performance feedback. Promote teamwork and employee engagement. Assist with performance evaluations and disciplinary processes as necessary. Safety & Compliance Ensure compliance with hotel safety, security, and emergency procedures. Maintain confidentiality of guest information. Support loss prevention initiatives and cash handling controls. Qualifications Minimum 2-3 years of Front Office supervisory experience in an upscale or luxury hotel environment. Previous new hotel opening experience preferred. Strong knowledge of PMS systems (StayNTouch). Excellent communication and interpersonal skills. Strong problem-solving and conflict-resolution abilities. Ability to work flexible schedules including weekends, evenings, and holidays. Proficiency in Microsoft Office Suite. Physical Requirements Ability to stand and walk for extended periods. Ability to lift up to 25 pounds occasionally. Ability to work in a fast-paced hospitality environment.