About Us

Just off the Florida Turnpike, our two Hilton hotels sit side by side at the gateway to the Florida Keys, Everglades National Park, and Biscayne National Park. Home2 Suites serves extended-stay and business travelers. Tru by Hilton is a fun, budget-friendly brand for road-trippers and families. Together we welcome guests from around the world, and we’re looking for a hands-on leader to make every arrival feel easy.

You’ll build your career with one of the most respected names in hospitality. As part of the Hilton family, you get proven systems, brand training, and experience that opens doors anywhere in the industry. Leading both Home2 Suites and Tru by Hilton gives you experience across two brands and a bigger team, which is excellent preparation for an Assistant General Manager or General Manager role.

The Role

The Guest Service Manager leads the front desk and guest experience at both hotels. You’ll coach and schedule the front office team, solve problems in real time, and drive the guest satisfaction scores that keep our hotels competitive. This role is about being visible, being in the lobby, and leading by example.

What You’ll Do

Lead, hire, train, and schedule Guest Service Representatives and Night Auditors at both properties
Keep front desk operations running smoothly 24/7, including check-in, check-out, reservations, and payments
Resolve guest concerns quickly and professionally, and turn complaints into loyal guests
Monitor and improve guest satisfaction scores and respond to online reviews
Promote Hilton Honors enrollment and upsell room types to grow revenue
Manage credit limits, direct billing, and daily audit reports
Work closely with Housekeeping, Maintenance, and Breakfast teams to make sure rooms and public areas meet Hilton brand standards
Handle group and extended-stay accounts, including VIP guests and Hilton Honors members
Make sure the team follows brand standards, safety and security procedures, and hurricane preparedness plans
Cover front desk shifts when needed and serve as Manager on Duty on a rotating basis

What You’ll Bring

2+ years of hotel front office experience, with at least 1 year in a supervisory or leadership role
Experience with Hilton's PEP reservation system strongly preferred (Opera or other major PMS considered)
Strong communication, problem-solving, and coaching skills
Bilingual English/Spanish strongly preferred
Comfort with numbers and basic reports
Flexible availability, including weekends, holidays, and occasional overnight shifts
A positive, calm, guest-first attitude, even on the busiest days
High school diploma or equivalent required; hospitality degree a plus

What We Offer

Competitive pay: $21 - $22 an hour
UHC Health, Dental, and Vision insurance offered
Paid time off accrual
Hilton Team Member Travel Program discounts at hotels worldwide

Home2 Suites and Tru by Hilton Florida City

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Guest Service Manager