Guest Service Manager

Guest Service Manager

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

Currently undergoing the most significant transformation in its nearly four-decade history, Signia Hilton Naples Grande Beach Resort is being reimagined through a comprehensive resort-wide renovation set to redefine the guest experience. Updates will introduce redesigned guest rooms and suites, vibrant culinary offerings, destination-inspired experiences, premium wellness amenities, dynamic social and gathering spaces that encourage guest connection, along with Signia Hilton's warm, anticipatory service.

Naples Grande Beach Resort is set among lush mangrove forests on Florida's Paradise Coast; Naples Grande Beach Resort is a 474-room retreat offering direct access to three miles of white sand beach. The iconic resort is currently undergoing a transformative, property-wide revitalization that will debut in early 2027, ushering in a new era of modern coastal luxury. The comprehensive reimagination will refresh guest accommodations, dining venues, public spaces and select meetings and event offerings while honoring the timeless beauty and the natural surroundings of Naples. The resort features more than 88,000 square feet of indoor and outdoor meeting and event space, multiple dining outlets and a full-service spa, making it a premier destination for leisure travelers, groups and special events.

Whether you are just starting your career or looking to advance in the hospitality industry, we have opportunities for individuals at all levels of experience. Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for delivering outstanding service. We provide attractive benefits and comprehensive training programs to ensure that our employees have the skills and knowledge needed to excel in their roles. If you are a dedicated and enthusiastic individual with a passion for hospitality, we invite you to explore the exciting career opportunities available at Naples Grande Beach Resort. Take the first step towards a rewarding career by applying today.

The Guest Service Manager is responsible for delivering exceptional guest experiences throughout the resort by leading guest-facing operations and ensuring service excellence across all touchpoints. This position oversees Bell Services, Valet Operations, guest arrival and departure experiences, service recovery, VIP coordination, and guest satisfaction initiatives.

The Guest Service Manager serves as a visible hospitality leader throughout the property, building relationships with guests, resolving concerns, and partnering with operational departments to ensure a seamless luxury resort experience.

Essential Functions

Guest Experience Leadership

• Serve as the resort's primary guest experience ambassador.
• Maintain a highly visible presence throughout the lobby, public areas, resort grounds, and guest-facing venues.
• Develop meaningful relationships with guests and proactively identify opportunities to exceed expectations.
• Lead service recovery efforts and ensure guest concerns are resolved promptly and professionally.
• Monitor guest satisfaction trends and implement improvement initiatives.
• Coordinate guest recognition, special occasions, and personalized experiences.

Bell Services & Valet Operations

• Oversee Bell Services and Valet Operations to ensure exceptional arrival and departure experiences.
• Ensure luggage handling, guest escorts, transportation coordination, and vehicle services meet resort standards.
• Monitor staffing levels and service delivery during peak arrival and departure periods.
• Conduct regular inspections of guest arrival areas, porte cochere, lobby, and valet operations.
• Develop and maintain service standards for Bell and Valet teams.

Resort Guest Services

• Act as Manager on Duty as assigned.
• Coordinate guest requests across all operating departments including Front Office, Housekeeping, Recreation, Spa, Engineering, Security, and Food & Beverage.
• Ensure guest preferences and special requests are communicated and executed effectively.
• Assist with VIP arrivals, group arrivals, owner stays, and special events.
• Monitor and improve overall guest flow throughout the resort.

Team Leadership & Development

• Recruit, train, coach, and develop Bell Services and Valet team members.
• Conduct performance evaluations and ongoing coaching discussions.
• Foster a culture of hospitality, professionalism, and accountability.
• Recognize and reward outstanding service behaviors.
• Lead daily shift briefings and guest service communications.

Hilton Systems & Guest Satisfaction

• Utilize Hilton systems including OnQ, Hilton Honors, GRO, Stay Experience Platform, and Medallia.
• Monitor guest feedback platforms and respond appropriately to guest concerns.
• Promote Hilton Honors recognition and loyalty initiatives.
• Support property guest satisfaction goals and brand service initiatives.

Operational & Financial Responsibilities

• Manage departmental labor productivity and scheduling.
• Assist in developing annual budgets and operating plans for Bell Services and Valet Operations.
• Monitor payroll, overtime, and departmental expenses.
• Ensure compliance with cash handling, safety, and operational standards.

Safety & Compliance

• Ensure all guest-facing operations comply with company policies and safety standards.
• Support emergency response procedures and guest communications during incidents.
• Maintain a safe, organized, and welcoming environment throughout the resort.

What are we looking for?

Education

• Associate's or Bachelor's degree in Hospitality Management or related field preferred.

Experience

• Minimum 3-5 years of hotel operations or guest service leadership experience.
• Experience leading guest-facing teams within a luxury hotel or resort environment preferred.
• Previous Bell Services, Valet, Front Office, or Rooms Operations leadership experience strongly preferred.
• Hilton experience preferred.

Knowledge, Skills & Abilities

• Exceptional hospitality and guest engagement skills.
• Strong service recovery and conflict resolution abilities.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate guest-facing teams.
• Working knowledge of Hilton operating systems and guest satisfaction platforms.
• Strong organizational and problem-solving skills.
• Ability to work flexible schedules, including weekends and holidays.

Success Measures

• Guest satisfaction and Medallia scores.
• Service recovery effectiveness.
• Guest recognition and loyalty program performance.
• Bell Services and Valet operational standards.
• Team member engagement and retention.
• Achievement of departmental labor and financial goals.

Core Competencies

• Hospitality Leadership
• Guest Engagement
• Service Recovery
• Team Development
• Communication
• Problem Solving
• Operational Excellence
• Accountability
• Relationship Building
• Attention to Detail

This position