Guest Service Manager

Description

JOB DESCRIPTION

TITLE: Guest Service Manager

DEPARTMENT: Rooms / Front Office

REPORTS TO: Director of Front Office

Job Overview:

The Guest Service Manager is a hands-on hospitality leader responsible for supporting the daily operation of Guest Services and the Front Office while ensuring an exceptional arrival, stay, and departure experience for every guest. This position leads by example, supports and coaches front-line team members, resolves guest concerns, coordinates VIP and special-request experiences, and partners with departments throughout Boar's Head Resort to deliver personalized, efficient, and polished service. The Guest Service Manager maintains strong operational awareness, ensures adherence to Resort policies and service standards, and serves as a visible leader during assigned shifts.

Work Environment:

In person at Boar's Head Resort in a fast-paced luxury hospitality environment. This position requires frequent interaction with guests and team members and regular movement throughout Front Office and guest areas. Schedule flexibility is required, including evenings, weekends, holidays, and varying shifts based on business and operational needs.

Essential Job Functions

• Lead daily Guest Services and Front Office operations during assigned shifts, ensuring consistent, attentive, and professional service.
• Serve as a visible manager in guest-facing areas and actively monitor the arrival, departure, lobby, and guest-service experience.
• Supervise, coach, support, and provide real-time direction to Guest Services and Front Office team members; reinforce service expectations, attendance, appearance, and Resort standards.
• Assist with training and onboarding team members and provide ongoing coaching to strengthen service delivery, operational knowledge, and guest engagement.
• Review daily arrivals, departures, occupancy, VIPs, groups, special requests, amenities, room status, and relevant operational notes to prepare the team for each shift.
• Coordinate VIP arrivals, special occasions, repeat-guest preferences, and personalized service details with Housekeeping, Reservations, Bell/Door, Food & Beverage, Engineering, Security, Sales, and other Resort departments.
• Respond promptly to guest questions, concerns, and service failures; take ownership of service recovery, document resolutions, and elevate significant matters to leadership when appropriate.
• Ensure guest requests and follow-up items are communicated accurately and completed in a timely manner.
• Support front desk functions as business needs require, including arrivals and departures, room assignments, guest accounts, payment processing, key control, and accurate guest information.
• Maintain appropriate cash, credit-card, key, privacy, and guest-information controls in accordance with Resort procedures.
• Monitor staffing and shift coverage, assist with scheduling adjustments, breaks, call-outs, and workload distribution to support service levels.
• Conduct shift briefings and communicate important guest, operational, safety, and Resort information to the team.
• Partner with Housekeeping and Engineering regarding room readiness, out-of-order rooms, maintenance concerns, and guest-impacting issues.
• Maintain awareness of Resort accommodations, dining, golf, spa, Sports Club, activities, events, transportation, and local-area information so the team can confidently assist guests.
• Use Front Office and guest-service technology accurately and maintain clear documentation, logs, reports, and shift communications.
• Support safety, security, emergency, and incident-response procedures and promptly report hazards, suspicious activity, injuries, or guest/team-member concerns.
• Assist Front Office leadership with performance feedback, operational projects, service initiatives, and continuous improvement efforts.
• Maintain a polished professional appearance, positive attitude, discretion, sound judgment, and a leadership presence representative of Boar's Head Resort.

Requirements

Qualifications

• Previous hotel, resort, or comparable guest-service/front-office experience required; prior supervisory or leadership experience strongly preferred.
• Demonstrated ability to lead a team, resolve guest concerns, prioritize multiple operational needs, and remain composed in a high-touch service environment.
• Strong verbal and written communication skills, sound judgment, attention to detail, and a genuine commitment to hospitality.
• Comfort using hotel/front-office technology, Microsoft Office, and other operational systems; ability to learn Resort systems quickly.
• Ability to work a flexible schedule based on business needs, including evenings, weekends, holidays, and varying shifts.