Guest Services Manager

Description

OUR CULTURE Individual Distinction, Collective Soul

The Noble House Hotels & Resorts philosophy emphasizes "location, distinction, and soul." Our properties are not a "one-size-fits-all." And neither are our team members. We are a group of individuals that share a passion for hospitality. We let our personalities shine, and we like to have fun.

A day in the life...

In this role, you will be responsible for delivering an exceptional, personalized guest experience that reflects the highest standards of service at the award-winning Marquesa Hotel. This role is a support role for front-of-house operations including Front Desk, Bell Services, Housekeeping and Guest Relations, ensuring seamless service, anticipatory guest care, and operational excellence.

Job Responsibilities

• Day to Day function in this role focusses on daily operations of Front Desk and guest satisfaction/resolution of guest issues.
• Ascertain departmental training needs and provide such training. 
• Supervises the daily performance of front office staff and follows up with corrections when needed. 
• Escalates guest and staff issues to General Manager on duty for assistance. 
• Input and access information in the property management computers/point of sales system.
• Maintain confidentiality of guests and associate information and pertinent data. 
• Act as any member of the department at any time, if needed.
• Prepare weekly schedule and/or payroll processes.
• Responds to guest reviews and acts appropriately to resolve guest issues.
• Tracks employee names in guest reviews for employee recognition program, as instructed by management. 
• Ensure the front office team has adequate supplies and orders office supplies, as needed. 
• Interacts with customers and employees to obtain feedback on quality of experience at the resort.
• Requires a high degree of schedule flexibility, including availability to work evenings, weekends, and holidays based on business needs.
• Oversee the design, execution, and continuous enhancement of the property's guest amenity program, ensuring alignment with luxury brand standards and guest expectations.
• Demonstrate a commitment to anticipatory service by identifying repeat and VIP guests in advance of arrival and tailoring each interaction to reflect their individual preferences and history.
• Additional duties as assigned

Requirements

Knowledge, Skills and Abilities

• Ability to consistently uphold the highest standards of professional presence, communication, and attention to detail, ensuring every guest interaction reflects a polished, luxury service environment.
• Strong knowledge of inventory management, purchasing, ordering, and cost-control practices.
• Demonstrated ability to lead, coach, develop, and motivate a high-performing team.
• Minimum of two years of supervisory experience within hotel or resort Front Office operations, preferably in a luxury hospitality environment.
• Experience with Forbes Travel Guide standards, Leading Hotels of the World (LHW) standards, or comparable luxury hospitality service standards preferred.
• Bachelor’s degree in Hospitality Management or a related field preferred; equivalent combination of education and relevant hospitality experience will be considered.
• Ability to work a flexible schedule based on business needs, including nights, weekends, and holidays.
• Strong interpersonal, verbal, and written communication skills.
• Strong computer skills with the ability to learn and effectively utilize hotel operating systems and technology.
• Strong organizational and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
• Commitment to delivering exceptional guest experiences while maintaining operational standards and consistency.

Physical Demands

• Ability to stand for extended periods of time
• Ability to squat and bend
• Ability to work long hours as needed
• Ability to lift 50 pounds

We’ve got you covered…

• Health Benefits Package-Medical/Dental/Vision/Employee Assistance Program offering support when you need it most
• Supplemental benefits to select such as Short-Term disability, Life Insurance, AD&D and Pet Insurance
• 401K plan with matching
• On demand pay- your pay before payday
• Paid Holidays/Personal/Vacation/Sick time
• Team Member/Family/Friend home and restaurant discounts within Noble House Hotels & Resorts (nationwide)
• Career growth opportunities and Recognition Programs
• Nationwide team member discount program for theme parks (including Disney, Six Flags, Universal Studios, and more!) discounted MLB, NHL, NFL, concert tickets, and much more.
• Certain benefits apply only to full-time employment status and introductory eligibility period applies

Sounds like you? We look forward to reviewing your application and resume. At The Marquesa Hotel, we look for team members with a high amount of integrity with a positive and flexible mindset. Our properties are not a one-size-fits-all and neither are our people.

At The Marquesa Hotel, we take pride in supporting our initiatives towards Diversity, Equity, Inclusion and Accessibility. We have established a hotel committee to bring together a variety of thoughts, perspectives, and expressions – and we would love for you to share yours with the team!

Noble House Hotels & Resorts are proud to encourage and support an environment where everyone can be a successful team member (come as they are) as their true authentic self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team (rooted in family) and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.