Guest Services Manager

Base pay range

$19.50/hr - $21.00/hr

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Manager for Delta Baltimore North in Baltimore, MD.

• Assist in the execution of reservation responsibilities including but not limited to making/updating/cancelling reservations, returning phone calls/email, and entering/updating group rooming lists and blocks.
• Increase the level of guest satisfaction by delivering an improved product through employee development, job engineering, and quality image.
• Field guest complaints, conduct thorough research to develop effective solutions and negotiate results. Listen and extend assistance to resolve problems.
• Assist front desk agent, concierge, bell attendants, and front office manager with the execution of their duties as needed.
• Due to the nature of the hospitality industry, employees are required to work varying schedules to reflect the business needs of the hotel.
• Serve as manager on duty.
• Monitor department supplies.
• Monitor hotel emails.
• Assist other departments as directed.

• Must have ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Basic mathematical skills necessary to operate a cash register, make change, count total bank, prepare cash drops, and total all other charges.
• Ability to read, speak, and understand the English language to communicate with guests.
• Ability to access and accurately input information using a moderately complex computer system.

Knowledge of Microsoft Office products.

• Assist in the supervision of front office, night audit, and bell stand staff.

• High school diploma or equivalent (preferred).
• Guest relations/service experience required; hospitality experience preferred.
• Valid driver’s license required.

Frequency key:
Never – 0 hours;
Rare – up to 1 hour;
Occasional – 1‑3 hours;
Frequent – 3‑6 hours;
Constant – 6‑8 hours.

• Sitting – Rare
• Walking – Frequent
• Climbing stairs – Occasional
• Crouching/bending/stoop – Frequent
• Reaching – Frequent
• Grasping – Constant
• Pushing/pulling – Occasional
• Near vision – Constant
• Far vision – Constant
• Hearing – Constant
• Talking – Constant
• Smell – Occasional
• Taste – Rare
• Lifting/carrying – Frequent (up to 50 lbs)
• Travel – Rare

• Operation of computer, telephone, two‑way radio.

• Team‑driven and values‑based culture
• Medical/Dental/Vision coverage
• Vacation & holiday pay
• Employee assistance program
• Career growth opportunities / manager training program
• Reduced room rates throughout the portfolio
• 401(k) with company match
• Employee discount
• Referral program

Baltimore, MD. Base pay range $19.50/hr - $21.00/hr estimated annual salary $70,032.00 – $80,157.00.

Mid‑senior level

Full‑time

Other / Hospitality