Guest Services Manager

Guest Services Manager

Our company

The Residence Inn by Marriott Seattle/University District is looking for a full time Guest Services Manager to join our team. We are managed by Puget Sound Hospitality which owns and operates 6 hotels in the Puget Sound area.

Mission Statement

It is our passion and responsibility to provide unmatched service to our guests and create opportunities for our associates. We aim to achieve success for our owners by being innovative and constantly evolving, exceeding the expectations of our associates and guests, and creating an environment of Inspired Connections.

Advancement Opportunities

We strongly believe in career advancement opportunities across our properties and work with managers to identify and train individuals who are interested in learning and growing within our organization.

Location: 4501 12^th Ave NE Seattle, WA 98105.

Commute/Transportation: We are located just 1 block from the Link Light rail station and offer a discounted annual ORCA pass. If you prefer to drive, we offer free parking to all of our employees in our underground garage.

Non-Exempt Hourly Rate: $31 - $34 (Overtime is required for this position)

Benefits: Our manager benefits package is available after 30 days of employment. This package includes medical, dental, vision, life, and AD&D. We also have 6 paid holidays.

PTO is accrued at 0.0538 hours per hour starting on day 1 of employment.

We partner with Colonial life to offer supplemental insurance options such as accident, short term disability, and whole life during our annual enrollment.

We have a 401(K) retirement plan available to all employees who are 21+ and have been employed for 6 months.

We offer Marriott employee room rates as well as Marriott friends and family room rates that can be used based on availability at any Marriott location worldwide.

Work shifts: This position will provide support to the front desk team which operates 24/7. The manager is expected to align their schedule to support the business needs.

Position Summary

The Guest Services Manager is a highly visible, hands-on leader responsible for the daily operation of the Front Desk and the guest experience. This position is expected to spend approximately 85% of working time actively engaged in Front Desk and guest-facing operations, with the remaining time dedicated to administrative responsibilities, scheduling, planning, training, meetings, and follow-up.

The Guest Services Manager leads by example and is expected to be present at the Front Desk, actively supporting associates, assisting guests, resolving issues, and ensuring that operations are executed consistently and efficiently.

Daily Operational Responsibilities

• Spend the majority of each shift actively working alongside the Front Desk team and assisting with daily operations.
• Perform all Front Desk duties as necessary, including check-ins, check-outs, reservations, guest requests, billing, cashiering, room assignments, upgrades, and guest recovery.
• Run Front Desk shifts and provide direct operational leadership to Guest Service associates.
• Assist associates during periods of high occupancy, peak arrival/departure periods, and other operational challenges.
• Conduct pre-arrival planning and ensure guest requests and special arrangements are communicated and completed.
• Review VIP reservations and verify that requested amenities, welcome letters, and special arrangements are completed prior to arrival.
• Maintain accurate guest profiles and ensure relevant guest preferences, complaints, issues, and service recovery information are documented using Microsoft Teams.
• Support the Marriott Bonvoy program and ensure guests receive appropriate recognition and benefits.
• Handle guestVoice responses, alerts, complaints, and other guest feedback in a timely and appropriate manner.
• Work closely with Housekeeping, Engineering, Sales, Breakfast, and other departments to resolve operational issues and ensure smooth hotel operations.
• Monitor associate performance and provide immediate. documented coaching, when standards are not being met.
• Reinforce consistent procedures for cash handling, credit authorization, billing, rate application, room moves, rebates, and other financial controls.
• Ensure staffing levels adequately support guest service and operational requirements.
• Ensure associates maintain appropriate appearance, uniforms, name tags, and professional standards.
• Understand, utilize, and review Night Audit reports daily.
• Facilitate quarterly department meetings.
• Work flexible hours, including weekends, holidays, and varying shifts, based on business and operational needs. This includes covering all team call offs and tardiness.
• Serve as Manager on Duty when assigned and assume responsibility for the overall operation of the hotel during the assigned shift.
• Document major incidents as they occur and ensure appropriate follow-up is completed.
• Monitor and respond to all OTA messaging and feedback while identifying opportunities for operational improvement.
• Maintain a visible leadership presence in the lobby and actively engage with guests and associates.

The Guest Services Manager is expected to:

• Lead from the Front Desk rather than from an office.
• Be visible and accessible to guests and associates.
• Remain actively engaged in Front Office operations throughout the majority of the workday.
• Demonstrate and reinforce proper Front Desk procedures through personal example.
• Quickly identify and resolve operational challenges.
• Hold associates accountable to established standards while providing coaching and support.
• Maintain strong communication between Front Office and all other hotel departments.
• Balance hands-on operational responsibilities with necessary administrative and leadership duties.
• Work toward the achievement of departmental, hotel, guest satisfaction, employee engagement, and personal performance goals.

Requirements

High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, or related professional area.

• Ability to read and comprehend simple instructions, correspondence, and memos.
• Ability to write routine correspondence.
• Ability to effectively communicate with guests, clients, and associates.
• Ability to perform basic mathematical calculations, including rates, percentages, and other Front Office calculations.
• Ability to apply common-sense understanding to carry out written, verbal, or diagrammed instructions.
• Ability to resolve problems involving multiple variables in standardized situations.
• Ability to perform intermediate computer functions.
• Proficiency in Outlook, Word, Excel, and applicable hotel systems.
• Ability to work flexible hours based on business and operational needs.

This job description is not intended to be an exhaustive listing of all duties, responsibilities, or activities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Puget Sound Hospitality participates in the Electronic Employment Eligibility Verification Program.

This Employer Participates in E-Verify English and Spanish (PDF)