Guest Service Manager

Guest Service Manager | Hampton Inn

Location: Max Meadows, VA

Employment Type: Full-Time

Job Summary:

The Guest Service Manager (GSM) at Hampton Inn Max Meadows is the champion of the "Hamptonality" spirit. You will be responsible for leading the Front Office team to deliver exceptional guest experiences while ensuring operational efficiency. This role is a perfect blend of hospitality excellence, team leadership, and administrative precision, serving as the bridge between guests and hotel management.

Key Responsibilities:

• Hamptonality Leadership: Foster a culture of high-level service that aligns with Hilton’s brand standards. Ensure every guest feels "100% Hampton" from check-in to check-out.
• Team Development: Recruit, train, and supervise Front Desk Agents. You will be responsible for coaching team members on upselling techniques, brand loyalty (Hilton Honors), and conflict resolution.
• Operational Oversight: Manage the front office budget, monitor labor hours, and oversee the inventory of guest supplies and "The Shop" retail items.
• Guest Satisfaction: Proactively monitor guest feedback (SALT scores and online reviews). Implement strategies to improve service scores and address guest concerns immediately.
• Revenue Support: Assist the General Manager with room inventory management and local sales leads to maximize the hotel’s occupancy and daily rate.
• Compliance: Ensure all front office procedures—including cash handling, guest privacy, and safety protocols—are followed strictly.

Qualifications & Skills:

• Experience: 2+ years of hospitality experience, with at least 1 year in a supervisory or leadership role. OnQ PMS experience is highly preferred.
• Communication: Exceptional verbal and written communication skills for interacting with guests and internal departments.
• Local Knowledge: A strong understanding of the Max Meadows/Wythe County area to provide expert recommendations to travelers.
• Detail Oriented: Ability to manage complex schedules and financial reports with high accuracy.
• Brand Passion: A genuine love for the Hilton brand and the ability to maintain a professional, polished appearance at all times.

Physical Requirements & Availability:

• Must be able to stand for long periods (up to 8 hours).
• Flexible schedule required, including mornings, evenings, weekends, and holidays.
• Must be available to serve as the "Manager on Duty" when required.

Perks & Benefits:

• Hilton Go Travel Program: Deeply discounted room rates at Hilton properties worldwide.
• Competitive salary and performance-based incentives.
• A stable, professional work environment in a prime location off I-77/I-81.

Hampton Inn Max Meadows is an equal opportunity employer. We value the unique perspectives our team members bring to the table.