Assistant Guest Services Manager

Assistant Guest Services Manager

The Assistant Guest Services Manager plays a key leadership role in leading the Guest Services team and ensuring a seamless, elevated guest experience from arrival through departure. This position oversees the daily operations of the Grangers (Valet & Bell) and Farm Hosts, driving consistency, accountability, and execution across all front-of-house touchpoints.

This role is responsible for directing the day-to-day flow of the operation, ensuring strong coordination between teams, and maintaining a high standard of service at all times. Success in this position requires strong leadership presence, sound judgment, and the ability to make real-time decisions in a fast-paced environment.

Core Responsibilities

• Lead, mentor, and inspire the Granger (Valet & Bell) and Farm Host teams, ensuring alignment with Auberge service standards
• Set clear direction during shifts, ensuring priorities are understood and executed consistently
• Establish expectations for performance, accountability, and daily execution across all front-of-house roles
• Spend the majority of your day on the floor in the operation, ensuring all services are executed accordingly.
• Train, coach, and support team members to reinforce service excellence
• Monitor staffing levels and service coverage across guest touchpoints, adjusting as needed
• Lead by example in professionalism, guest engagement, and attention to detail

• Ensure seamless and welcoming arrival and departure experiences for all guests by being present on the floor, at the Front Desk or Valet, for the majority of the shift
• Create personalized guest interactions through recognition and engagement
• Oversee execution of guest requests, amenities, and special arrangements in coordination with relevant departments
• Handle escalated guest concerns with professionalism, ensuring thoughtful, personalized resolution and follow-up within the day, ensuring guests feel their feedback is valued and the situation has been resolved

• Oversee daily front-of-house operations, ensuring effective coordination between Guest Services and supporting departments
• Maintain a visible presence during the majority of your shift
• Ensure valet areas and guest-facing spaces are organized, clean, and guest-ready
• Oversee key control and vehicle handling procedures with accuracy and accountability
• Support scheduling, payroll review, and administrative responsibilities
• Make real-time decisions to prioritize operational needs, staffing, and guest experience

• Drive improvements in guest satisfaction, operational efficiency, and team engagement through heartfelt, personalized service
• Identify operational gaps and implement solutions to improve service consistency and flow
• Uphold all Auberge Collection service standards
• Support departmental goals related to service quality, team development, and financial performance
• Ensure consistent execution of arrival and departure experiences

• Maintain clear communication with team members, leadership, and cross-functional departments
• Collaborate with Housekeeping, Engineering, Food & Beverage, and Itinerary Design to ensure seamless guest experiences
• Utilize systems such as Opera, Alice, and Canary to support communication and operational alignment

Pay Rate: $62,400/year

Qualifications

• Minimum 1–2 years of leadership experience in Guest Services or Front Office within a luxury hotel or resort
• Strong leadership presence with the ability to motivate, coach, and develop team members
• Experience overseeing front-of-house operations, including valet/bell or similar guest-facing teams
• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Strong problem-solving skills with the ability to make sound decisions under pressure
• Excellent communication and interpersonal skills across all levels of the organization
• Comfortable navigating systems such as Opera, Alice, and Canary
• Strong organizational skills and attention to detail
• Valid driver's license required