Guest Services Manager

Guest Services Manager

At The Compton, every arrival tells a guest they've been expected all along. As Guest Services Manager, you'll lead the team that makes that true, bell and valet, working in lockstep with the Front Office Manager and front desk team, so every guest feels known from the threshold to the room. You'll set the standard for how we welcome, how we anticipate, and how we turn a first impression into the start of a story, and you'll do it hands-on, on the floor, modeling the standard yourself before you ever ask someone else to meet it.

What You'll Do

• Lead and coach the bell and valet team to deliver a consistent, high-touch arrival and departure experience for every guest.
• Partner closely with the Front Office Manager to keep front desk, bell, and valet operating as one seamless guest journey, with no dropped handoffs.
• Own the guest profile system for arrival and departure touchpoints, ensuring preferences, occasions, and prior-stay details are captured and carried across every team.
• Train the bell and valet team hands-on, walking the rooming walk and telling The Compton story canons yourself so the team learns by watching you do it right, never by script.
• Work alongside your team during peak arrival and departure periods, greeting guests, parking cars, and handling bags, so the standard is always modeled, not just described.
• Contribute to the daily lineup alongside the Front Office Manager, sharing wow stories, coaching moments, and the day's arrivals, occasions, and VIPs.
• Resolve guest concerns in real time, empowering your team to make it right without unnecessary escalation.
• Manage staffing, scheduling, and performance for the bell and valet department, including onboarding and ongoing training.
• Monitor lobby and arrival flow, adjusting details like lighting, music, and staffing to keep the welcome feeling effortless.
• Uphold safety, key control, and privacy procedures, and ensure your team does the same.

What We're Looking For

• High school diploma or equivalent required; hospitality management coursework or degree preferred.
• 2+ years of guest services, bell, valet, or related hospitality leadership experience.
• A natural leader who coaches by doing, not just directing, and who is comfortable staying hands-on in a fast-moving lobby.
• Strong communication skills and the presence to greet a guest, calm a concern, or coach a teammate with equal ease.
• Comfortable with hotel systems (PMS, guest profile tools) and daily operational reporting.
• Physically able to work the floor alongside the team, including standing for extended periods, assisting with luggage, and parking vehicles when needed.
• Flexible availability, including overnight shifts, weekends, and holidays.

Why The Compton
We believe first impressions last the longest, and yours will shape how every guest remembers their stay. As Guest Services Manager, you'll build the team and the systems that make every arrival feel like coming home, leading from the front, on the floor, working hand in hand with front office to ensure each guest experience begins and ends with care.

Job Type: Full-Time Exempt

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

About The Company
Practice Hospitality manages hotels differently. A growing company with opportunities for advancement, we infuse hotels with style, spirit, and soul. We inspire, innovate and advocate. We deliver results and do well by our owners because we respect the individuality that we all bring to the table, the connectedness of our world and the impact we have on our community.

We are looking for someone who thinks big because, at Practice Hospitality, we value creativity, emotional intelligence, problem solving and innovation. This is an opportunity to be an integral part of a team that supports one another, is empowered, and holds themselves accountable. If you bring your A game every day and pursue excellence with tenacity, we want to invest in your professional and personal growth. But, more than anything, we are looking for good humans who care; about our guests, each other and making every moment together enriching, fulfilling and fun.