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Manager, Guest Services, Executive Education

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HBS

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Location:
United States , Boston

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Category:
Hospitality and Tourism

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Contract Type:
Employment contract

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Salary:

84000.00 - 87000.00 USD / Year
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Job Description:

Reporting directly to the Associate Director, ExEd Operations, this role oversees office operations, including check-in/checkout and concierge services—while providing an exceptional level of customer service to Executive Education participants (encompassing 500+ bedrooms and 180+ programs/12,000+ participants annually); guests and the general HBS community; and service/support to program staff, all in a fast-paced, high-energy, dynamic environment.

Job Responsibility:

  • Reporting directly to the Associate Director, ExEd Operations, this role oversees office operations, including check-in/checkout and concierge services
  • providing an exceptional level of customer service to Executive Education participants
  • service/support to program staff, all in a fast-paced, high-energy, dynamic environment
  • Under the direction of the Associate Director, provide direct oversight of all aspects of front-office, back-office, and concierge daily operations
  • Manage part-time team members
  • and set team schedule
  • Assume the role of Manager-on-Duty during scheduled shifts
  • Manage schedule changes and callouts within team
  • being ready to fill in shifts or arrange for other coverage
  • Provide training for all team members to ensure standards are consistently met
  • Manage and problem-solve team and participant requests/issues—including emergency situations—to successful resolution
  • Address immediate participant concerns and service recovery situations, escalating emergency situations to Associate Director when needed. Use creativity to anticipate participant needs and identify solutions
  • Oversee the execution of special arrivals and departures and any unique program requirements as outlined by the Associate Director through collaboration with program delivery teams
  • Serve as process expert for the group, including monitoring and assessing current processes and identifying opportunities for process improvement
  • Act as main point of contact for technology-related concerns, questions, and best practices. Creates and disseminates reports, dashboards, automation, and monitors work order status
  • Communicate operational process updates across the team and maintain internal team website
  • Manage the front-desk & back-office space and program offices ensuring all materials are organized and stocked
  • Assist with onboarding and training new Guest Services staff. Liaise with Program Delivery and other ExEd departments on role of Guest Services and operational improvements. Provide tours of HBS campus and ExEd facilities
  • Focus on helping to foster/create a positive and respectful work environment
  • Lead other projects and various other duties provided by Associate Director
  • Build trust and collaboration by being present on-site and engaging directly with colleagues and various constituents
  • Perform other duties as assigned

Requirements:

  • High School Diploma, GED, or equivalent is required
  • 5+ years of directly related and specific experience in guest services, hospitality operations, or front office management is required
  • Education beyond high school may count toward experience
  • Microsoft Office (Word, Excel, PowerPoint, and Outlook) experience is a must
  • Strong project management skills, including the ability to delegate work to team members in accomplishment of overall team goals
  • provide advice and assistance in accordance with best practices
  • Provide coaching, advice, and assistance
  • foster team commitment, while ensuring service standards are maintained
  • Experience with StarRez housing software and SharePoint/document management platforms preferred
  • Successful management of difficult customer interactions/situations
  • Excellent interpersonal skills and demonstrated positive customer-service skills. Ability to relate to a diverse group of internal and external customers
  • Clear and effective written and oral communication skills
  • Demonstrated accuracy and thoroughness in monitoring of own work to ensure quality and application of feedback to improve performance
  • Ability to show flexibility and positivity in response to change
  • adapt to and accommodate new methods, procedures, and requests by senior staff
  • proactively monitor and evaluate alternative processes and courses of action independently and with input from the team
  • and proactively share process improvement ideas with the Associate Director
  • Demonstrates discretion with confidential or sensitive information
  • BA/BS preferred

Nice to have:

  • Experience with StarRez housing software and SharePoint/document management platforms preferred
  • BA/BS preferred
What we offer:
  • Generous paid time off including parental leave
  • Medical, dental, and vision health insurance coverage starting on day one
  • Retirement plans with university contributions
  • Wellbeing and mental health resources
  • Support for families and caregivers
  • Professional development opportunities including tuition assistance and reimbursement
  • Commuter benefits, discounts and campus perks

Additional Information:

Job Posted:
May 06, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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