Guest Services Manager

The Guest Services Manager is a hands‑on leader responsible for delivering exceptional guest experiences while actively supporting the daily operation of the Guest Services department. This role balances frontline leadership with administrative responsibilities, ensuring smooth execution of arrivals, departures, and in‑house guest needs.

Reporting to the Director of Guest Services, the Guest Services Manager directly supervises Guest Services Representatives, Concierge, Bell/Door, and Operator teams. This position plays a key role in coaching, training, and developing team members to consistently deliver service that exceeds guest expectations.

The Guest Services Manager has a direct impact on guest satisfaction, service recovery, and revenue optimization by ensuring operational consistency, strong communication, and high service standards across all Guest Services functions.

The hotel operates 24 hours a day, 7 days a week, including holidays. While the company strives to support work‑life balance, all exempt team members may be required to work extended shifts, flexible schedules, and additional days based on business needs.

• Working more than eight (8) hours per day and/or more than five (5) consecutive days may be required as an essential function of this exempt role
• Availability to work mornings, evenings, weekends, and holidays as business demands require
• Due to the cyclical nature of hospitality, flexibility is essential
• Participation in “all‑hands” events may be required
• Travel may be required on occasion and may include overnight stays
• Exempt team members are expected to responsibly manage and schedule their time off in coordination with operational needs

• Leadership & Team Development
  Lead by example and actively participate in daily operations, spending significant time on the floor supporting the team
• Supervise daily shift operations, ensuring smooth execution and consistent service delivery
• Coach, train, and develop Guest Services team members through ongoing feedback and hands‑on guidance
• Conduct onboarding, skills training, and reinforcement of service standards and procedures
• Complete performance evaluations, documentation, and employee coaching in collaboration with department leadership
• Foster a positive, team‑oriented culture aligned with Seaport Hotel’s Mission and Values

• Anticipate guest needs and resolve issues promptly, delivering service beyond expectations
• Serve as a primary escalation point for guest concerns and service recovery situations
• Monitor and respond to guest feedback, including Medallia survey insights, ensuring timely resolution and follow‑through
• Maintain visibility in the lobby and public areas to engage with guests and support service delivery during high‑demand periods
• Ensure consistent execution of arrival, departure, and in‑house guest experiences

• Support and manage daily staffing levels and ensure proper coverage across all Guest Services disciplines
• Assist with peak operational periods, including check‑in and check‑out surges
• Monitor room readiness and communicate effectively with Housekeeping and other departments to ensure seamless guest flow
• Ensure accurate execution of front office procedures and adherence to brand standards
• Collaborate with other departments (Housekeeping, Sales, Engineering, and Security) to support hotel‑wide operations

• Communicate daily business priorities, occupancy trends, and guest needs to the team
• Share relevant updates and operational information with hotel leadership using prescribed communication methods
• Review arrivals, VIPs, group activities, and special requests to ensure proactive service delivery
• Act as a…