Manager Guest Services

Overview

The Guest Services Manager is a hands-on leader responsible for delivering exceptional guest experiences while actively supporting the daily operation of the Guest Services department. This role balances frontline leadership with administrative responsibilities, ensuring smooth execution of arrivals, departures, and in-house guest needs.

Reporting to the Director of Guest Services, the Guest Services Manager directly supervises Guest Services Representatives, Concierge, Bell/Door, and Operator teams. This position plays a key role in coaching, training, and developing team members to consistently deliver service that exceeds guest expectations.

The Guest Services Manager has a direct impact on guest satisfaction, service recovery, and revenue optimization by ensuring operational consistency, strong communication, and high service standards across all Guest Services functions.

Schedule Requirements

The hotel operates 24 hours a day, 7 days a week, including holidays. While the company strives to support work‑life balance, all exempt team members may be required to work extended shifts, flexible schedules, and additional days based on business needs.

• Working more than eight (8) hours per day and/or more than five (5) consecutive days may be required as an essential function of this exempt role
• Availability to work mornings, evenings, weekends, and holidays as business demands require
• Due to the cyclical nature of hospitality, flexibility is essential
• Participation in “all‑hands” events may be required
• Travel may be required on occasion and may include overnight stays
• Exempt team members are expected to responsibly manage and schedule their time off in coordination with operational needs

Responsibilities

Essential Functions

Leadership & Team Development

• Lead by example and actively participate in daily operations, spending significant time on the floor supporting the team
• Supervise daily shift operations, ensuring smooth execution and consistent service delivery
• Coach, train, and develop Guest Services team members through ongoing feedback and hands-on guidance
• Conduct onboarding, skills training, and reinforcement of service standards and procedures
• Complete performance evaluations, documentation, and employee coaching in collaboration with department leadership
• Foster a positive, team-oriented culture aligned with Seaport Hotel’s Mission and Values

Guest Experience & Service Recovery

• Anticipate guest needs and resolve issues promptly, delivering service beyond expectations
• Serve as a primary escalation point for guest concerns and service recovery situations
• Monitor and respond to guest feedback, including Medallia survey insights, ensuring timely resolution and follow-through
• Maintain visibility in the lobby and public areas to engage with guests and support service delivery during high-demand periods
• Ensure consistent execution of arrival, departure, and in-house guest experiences

Operational Oversight

• Support and manage daily staffing levels and ensure proper coverage across all Guest Services disciplines
• Assist with peak operational periods, including check-in and check-out surges
• Monitor room readiness and communicate effectively with Housekeeping and other departments to ensure seamless guest flow
• Ensure accurate execution of front office procedures and adherence to brand standards
• Collaborate with other departments (Housekeeping, Sales, Engineering, and Security) to support hotel-wide operations

Communication & Coordination

• Communicate daily business priorities, occupancy trends, and guest needs to the team
• Share relevant updates and operational information with hotel leadership using prescribed communication methods
• Review arrivals, VIPs, group activities, and special requests to ensure proactive service delivery
• Act as a key contact for the hotel during assigned shifts, including emergency situations

Administrative Responsibilities

• Manage shift scheduling in alignment with business demand and labor targets
• Process payroll, timekeeping, and maintain accurate employee records
• Track performance data, attendance, and training completion
• Ensure daily operational documentation and reporting are completed accurately and on time

Training & Standards

• Implement and reinforce training programs for HMS and guest service systems
• Develop and maintain training tools, including checklists and reference materials
• Ensure team members meet required standards through ongoing coaching and accountability
• Support continuous improvement of department processes and guest service delivery

Additional Responsibilities

• Perform other duties and special projects as assigned by the Director of Guest Services
• Promote and uphold hotel policies, procedures, and safety standards
• Support a culture of trust, respect, and accountability across the team

Required Job Knowledge and Skills

• Strong customer service and hospitality skills with a passion for guest engagement
• Demonstrated supervisory or team leadership experience in a guest-facing environment
• Ability to lead, coach, and motivate frontline employees
• Strong problem-solving and decision-making skills, especially under pressure
• Ability to multitask and prioritize in a fast-paced, high-volume environment
• Excellent verbal communication skills and clear, professional interpersonal presence
• Working knowledge of front office systems and hotel operations preferred
• Strong organizational skills and attention to detail
• Ability to remain calm and effective during peak periods and guest service challenges
• Familiarity with all Guest Services functions (Reception, Concierge, Bell/Door, Operator, Night Audit preferred)
• Proficiency with computer systems and basic reporting tools
• Ability to stand and remain active for extended periods

Qualifications

Experience:

• Minimum of one (1) year of supervisory or lead experience
• At least two (2) years of hotel or front office experience preferred
• Strong computer skills and communication systems experience preferred
• Full understanding of all Guest Services disciplines (Reception, Communication Center, Bell/Door, Night Audit, and Concierge)
• Previous training delivery experience a plus
• Experience with training and team development a plus
• Proven ability to manage high-volume guest operations
• Strong problem solving and decision-making skills

Education:

• High school diploma or equivalent required
• Bachelor’s degree in Hospitality or related field preferred, or equivalent experience

Language Skills:

• Fluency in English (spoken and written) preferred
• Ability to read, interpret, and communicate instructions, reports, and correspondence clearly