Guest Services Manager

About the role

Boar’s Head Resort is seeking a Guest Services Manager to help lead the Front Office, Concierge, and Valet teams and deliver a seamless luxury guest experience. This hands‑on leadership role involves being present in the operation, coaching teams, engaging with guests, and solving challenges in real time. Reporting to the Director of Hotel Operations, the Guest Services Manager combines visible shift leadership with ownership of a key operational pillar, driving guest satisfaction, operational efficiency, service consistency, and financial accountability while supporting AAA Four Diamond standards.

Responsibilities

• Lead Front Desk, Bell/Valet, and Concierge operations during assigned shifts.
• Maintain a visible presence in the lobby during peak arrival and departure periods.
• Resolve escalated guest concerns with professionalism, discretion, and urgency.
• Lead pre‑shift huddles focused on VIP arrivals, resort events, and service priorities.
• Coach team members on service standards, guest engagement, grooming, and operational expectations.
• Support scheduling, payroll, labor management, inventory, vendor coordination, training, SOPs, recognition programs, guest feedback, upselling, billing integrity, and PMS administration based on assigned functional ownership.
• Partner closely with Housekeeping and other resort departments to support room readiness and a seamless guest experience.

Requirements

• 3–5 years of progressive hospitality leadership experience in a luxury hotel or resort.
• Strong experience leading guest‑facing hotel operations and resolving complex guest‑service issues.
• Financial acumen, including labor management, budgeting, P&L awareness, and billing reconciliation.
• Advanced proficiency with a hotel property management system; experience with Versa, Opera, HMS, or StayNTouch is relevant.
• Bachelor’s degree in hospitality management, business, or a related field preferred.
• Availability to work a flexible schedule, including weekends and holidays, in a 24/7/365 resort environment.
• Ability to stand for extended periods and lift up to 30 pounds.

Benefits

• Hands‑on leadership opportunity within a luxury resort environment.
• Direct partnership and mentorship with the Director of Hotel Operations.
• Opportunity to influence guest experience, team development, operational performance, and service culture.

Schedule

Flexible schedule required, including weekends and holidays, in a 24/7/365 resort environment.