Guest Services Manager

You are obsessed with hospitality: You are a confident, resourceful, and service-driven leader who understands that every guest interaction shapes the overall experience. You thrive in a fast-paced environment and excel at managing both people and processes to deliver seamless service. As the sole leader of the Guest Services department, you are self-motivated, organized, and able to balance strategic oversight with hands-on problem solving. You take pride in cultivating a welcoming atmosphere that makes every guest feel valued and respected. You communicate clearly and effectively, inspiring trust and collaboration among your team and across departments. Detail-oriented and adaptable, you embrace challenges and use them as opportunities to innovate and improve guest satisfaction.

The Guest Services Manager is responsible for the complete management and success of the Guest Services department, reporting directly to the General Manager. You oversee all front-of-house operations, including guest check-in/check-out, concierge services, and guest relations. You control and manage the Guest Services budget with a focus on monitoring expenses, minimizing overages, and ensuring financial accountability. As the only leader in your department, you handle all supervisory duties-training, scheduling, performance management, and motivating your team to uphold exceptional standards of service. You act as the primary point of escalation for guest issues, ensuring timely resolution and follow-up. Your role demands a combination of tactical execution and strategic planning to continuously enhance operational efficiency and guest satisfaction. Collaboration with other departments is key to maintaining smooth workflows and cohesive guest experience.

The Guest Services Manager reports to the General Manager, working together on how to deliver remarkable guest experiences. It is critical the person in this position possesses a diverse knowledge of Rooms Division operations and is willing to dive into the day-to-day operation, while balancing and directing the long-term goals of the hotel. You lead the team through your collaborative approach-you understand that the ability to act as a soldier is as critical as being a general.

Uphold and role model the company's principles of People, Place, and Character, while encouraging your direct reports to embody our values that drive collaboration, intuitive service, and translocal hospitality.

Lead and manage all Guest Services operations, including front desk, concierge, and guest relations, to deliver exceptional service consistently

Own and manage the Guest Services budget, tracking expenses, controlling costs, and addressing any budget overages to maintain profitability

Hire, train, coach, schedule, and supervise all guest services staff, fostering a positive, productive, and guest-focused team culture

Serve as the primary escalation point for guest concerns, complaints, or special request resolving issues promptly and professionally to maintain guest satisfaction and loyalty

Oversee daily cash handling, billing accuracy, and financial transactions related to guest services

Prepare and manage monthly inventory and supplies necessary for guest services operations

Create and manage the weekly staff schedule to ensure optimal coverage and efficiency

Process biweekly payroll accurately and on time, coordinating closely with payroll and accounting teams as needed

Work closely with the Assistant Manager to ensure weekly tip distributions are accurate and compliant with policies

Maintain detailed records and reports on guest services performance, budget adherence, and operational issues

Develop, implement, and enforce policies and procedures to streamline guest services and improve service quality

Collaborate regularly with other departments, housekeeping, maintenance, food & beverage, sales-to ensure seamless communication and a unified approach to guest service

Monitor compliance with all hotel standards, safety regulations, and legal requirements within guest services

Participate in recruitment and onboarding processes to build and maintain a strong, capable team

Adapt to variable work hours, including nights, weekends, and holidays, based on operational needs

Stay current on industry trends, guest service innovations, and best practices to continually enhance the guest experience

Lead with empathy, clarity, and accountability, setting a consistent example of professionalism and guest-first behavior.

Provide direct support through one-on-one coaching, counseling, gentle correction, and constructive feedback to foster a culture of trust and continuous improvement.

Collaborate seamlessly with all hotel departments-including Sales, Banquets & Catering, Engineering, Food & Beverage, and Culinary-understanding that true success comes from cross-functional teamwork.

Demonstrate respect in every interaction with guests, team members, and leadership, acting as a role model of integrity and professionalism.

Combine analytical thinking with emotional intelligence to evaluate challenges and guide thoughtful, data-informed decisions.

Encourage inclusive problem-solving by welcoming diverse perspectives and valuing the input of others.

Confidently express your point of view in a respectful and solution-focused manner.

Build rapport quickly using clear, conversational communication, adapting your style to connect with various audiences and stakeholders.

Take a collaborative approach to discovery and issue resolution, identifying root causes and implementing sustainable solutions.

Effectively influence others and prioritize tasks to drive results and execute strategy through tactical, hands-on leadership.

Remain flexible and composed in high-pressure or last-minute situations, adjusting your schedule and leadership approach as needed.

Lead by example during peak periods and high-demand situations, offering visible support to ensure operations run smoothly.

Hotels done differently. At Aparium, we believe in the power of People, Place and Character. We ensure our hotels are a place where individuals are valued and celebrated, elevating our associates' pride in who they are, where they live and who we serve. Our hotel is a tribute to the neighborhoods and the people of the communities where we operate.

Step into the world of charm reminiscent of small hotels scattered across western Europe at Hotel Granada, where a hidden oasis awaits, providing respite from the noise and traffic of the city. Once inside, guests are enveloped by the romantic aura of the building, offering a peaceful escape from the stress and chaos of the surrounding urban infrastructure. Nestled in the heart of historic Midtown Atlanta, the hotel's Spanish Colonial architecture stands as a dramatic departure from the typical steel and glass buildings, boasting modern touches and meticulous attention to design that seamlessly blend the past with the present.

The hotel is managed by Aparium Hotel Group. Founded in 2011, Aparium is driven by the belief that all hospitality experiences should be fueled by the poetics of their surroundings and was born with an intense focus on unearthing the amazing moments unique to every city. Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. Recognized by Travel + Leisure World's Best Awards as a leading hotel brand, Aparium is known for its singular ability to combine the business acumen of large hospitality companies with the charm of boutique hotels, bringing the disparate forces together in bustling, smaller markets.

As an Equal Opportunity Employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, and sense of belonging for all employees. We do not discriminate and believe every individual should be proud of who they are, where they come from and take pride in who we serve. Aparium is an E-Verify employer.