Guest Services Manager

City, State:

Title: Guest Service Manager

Location: Lone Tree, Colorado

FLSA: Exempt

Status: Full-time

Reports to: Assistant General Manager

Pay Range: $56K - $60K (Depending on Experience)

Job Summary

The Guest Services Manager leads and inspires the front-of-house team to deliver exceptional guest experiences while maintaining operational and brand excellence. Reporting directly to the Assistant General Manager, this role oversees daily operations across the Front Desk, Guest Experience, Night Audit and F&B.

The ideal candidate balances operational rigor with genuine hospitality - driving high Guest Satisfaction Scores(GSS), resolving escalations with empathy, managing room and supplies inventory and daily reconciliations, and fostering a service-oriented culture through effective onboarding, coaching, and compliance training.

Key Responsibilities

Operational Leadership: Direct day-to-day front desk, lobby and F&B operations, ensuring seamless check-in/check-out flows, VIP recognitions, and high-standard guest interations.

Team Development & Training: Onboard, train, schedule, and mentor guest service agents, night auditors and F&B team; drive brand service standards and monitor compliance through internal learning systems.

Guest Satisfaction & Recovery: Monitor guest feedback and review channels; handle complex guest service recoveries promptly and professionally to protect brand reputation.

Inventory & Revenue Alignment: Collaborate with housekeeping, engineering, and sales to optimize room availability, mange room blocks, and support daily upsell/revenue goals.

Financial & Audit Oversight: Supervise daily shift reconciliations, cash handling, and night udit balancing; ensure adherence to standard operation procedures and property management system workflows.

Safety & Security: Act as a primary MOD during assigned shifts, ensuring guest safety, key control integrity, and rapid response to property emergencies.

Qualifications & Competencies

Experience: 2-3+ years of progressive front office or guest services experience in select-service or full-service hotels, with at least 1 year in a supervisory or lead capacity.

Technical Skills: Proficiency in modern Property Management Systems (e.g., Opera Cloud) and standard hospitality reporting/Inventory/audit tools.

Leadership & Communication: Strong interpersonal skills with proven success in de-escalating conflicts, motivating hourly teams, and communicating across departments.

Flexibility: Ability to work varied shifts, including mornings, evenings, weekends and holidays as operational needs require.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.