Guest Services Manager

About the role

The Guest Services Manager supports the Director of Front Office in overseeing guest reception, services, reservations, and concierge operations. This role drives profitable financial management and strategic leadership to exceed guest expectations.

Key responsibilities

• Lead by example, providing direct service to guests as needed and supporting department operations.
• Oversee arrival and departure experiences, ensuring guest expectations are consistently exceeded.
• Develop and implement profit‑enhancing strategies and programs.
• Review daily financial and labor reports, recommending adjustments to meet budget and forecasts.
• Create, implement, and execute department trainings, recruiting initiatives, and innovative pre‑shifts.
• Manage associate engagement, scheduling, payroll, counseling, and quarterly department meetings.
• Support hotel life‑safety systems and respond to emergency situations.

Required profile

• Minimum of four years’ experience in customer service.
• Two to three years of hotel supervisory experience.
• Bachelor’s degree required.
• Luxury hotel experience strongly preferred.

Required skills

• Advanced proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Experience with Opera property management system.
• Familiarity with Birchstreet, HotSOS, and Rex platforms.