Guest Service Manager

Holiday Inn Fargo (Brandt)
3803 13th Ave S, Fargo, ND
Full Time
$18 – $21 an hour

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

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AI Usage Notice

This employer may use artificial intelligence (“AI”) to assist in evaluating candidates and making hiring decisions. To the extent the employer is using AI, it will be used to consider the candidate’s fitness for a position. The AI used to assist in evaluating candidates and making hiring decisions will review a candidate’s profile for employer-identified characteristics. The employer is not replacing human decision-making with AI and humans will be reviewing and ultimately making decisions relating to a candidate’s application. As a candidate, you acknowledge and consent to the use of AI by employer in this manner.

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Holiday Inn Fargo (Brandt)