Guest Services Manager

• Recruit, train, coach, and develop a high-performing Guest Services team
• Foster a culture of accountability, engagement, and service excellence
• Lead by example with a strong presence in the lobby and guest-facing areas
• Ensure exceptional service delivery across all front-of-house touchpoints
• Personally engage with guests to anticipate needs and resolve concerns
• Drive service recovery efforts to turn challenges into memorable experiences
• Oversee daily operations of Front Desk, Concierge, Transportation, and Bell Services
• Ensure compliance with company standards, safety protocols, and brand expectations
• Continuously identify opportunities to enhance processes and service delivery
• Support budgeting, forecasting, and expense management for Guest Services
• Monitor labor, productivity, and service metrics to optimize performance
• Partner with leadership to drive revenue opportunities and operational efficiencies

• 2–3+ years of hotel/resort leadership experience in Front Office or Guest Services
• Strong leadership presence with the ability to motivate and develop teams
• Passion for delivering elevated, personalized guest experiences
• Excellent communication, problem-solving, and conflict resolution skills
• Experience with hospitality systems (SMS Host, HotSOS, iHotelier, Saflok, Microsoft 365 preferred)
• Valid driver’s license and acceptable motor vehicle record
• Flexibility to work a dynamic schedule including evenings, weekends, and holidays

Experience with hospitality systems (SMS Host, HotSOS, iHotelier, Saflok, Microsoft 365)

• Bonus program
• Low-cost Medical, Dental, Vision Plans
• 401(k) with 100% match up to 4 percent
• Employee Assistance Program
• Company Paid Life Insurance, STD insurance, and LTD insurance
• Employee Discount Program
• Family Life Insurance
• HSA and FSA program
• Paid Time Off & Holidays
• Commuter and Company-paid Toll Programs