Position Summary The Guest Service Manager plays a critical role in delivering an exceptional experience for every guest from arrival to departure. This leadership position oversees front-desk operations, guest relations, and team performance, ensuring the high hospitality standards of the Holiday Inn and IHG brand are consistently maintained. This is a full time position with benefits including double-pay on certain holidays and amazing hotel discounts of IHG properties throughout the world. Job Type & Schedule • Status: Full-Time • • Schedule: Flexible schedule required (including mornings, evenings, weekends, and holidays based on operational needs). Key Responsibilities • Supervise, mentor, and schedule guest service representatives and night audit personnel to ensure seamless daily operations. • Maintain expert-level proficiency in the OPERA property management system to oversee reservations, check-ins, billing, and room inventory. • Resolve guest complaints and escalations promptly and professionally, turning challenges into positive experiences. • Ensure compliance with all Holiday Inn and IHG brand standards, service metrics, and safety protocols. • Conduct regular team training sessions focusing on Guest Love , loyalty program enrollment (IHG One Rewards), and stellar service delivery. • Manage daily cash postings and reconciliations. Required Qualifications • System Experience: Proven, hands-on experience utilizing the OPERA Property Management System (PMS) is required. IHG Brand knowledge is a plus. • • Leadership: Minimum of 1–2 years of supervisory or management experience within the hospitality or guest services industry. • • Flexibility: Full availability to work open, closing, weekend, and holiday shifts as required by a 24/7 hotel operation. • • Communication: Excellent verbal and written communication skills with a strong command of professional customer service etiquette. • • Problem Solving: Ability to multi-task, adapt to fast-paced environments, and resolve operational or guest conflict efficiently. Benefits & Perks Part Time Benefits • PTO with immediate accrual • Access 50% of your wages prior to payday • Discount program for car rentals, travel, entertainment, etc. • Hotel Discounts Worldwide • 401(k) with immediate match • Double Time for select Holidays • Employee Assistance Program (EAP) Full Time Benefits - all part time plus: • Health Insurance • Dental Insurance • Vision Insurance • Basic Life/AD&D and Supplemental Life Insurance • •