Guest Services Manager

Description

Boar's Head Resort is seeking a polished, hands-on Guest Services Manager to help lead our Front Office, Concierge, and Valet teams while delivering an exceptional luxury guest experience.

Reporting to the Director of Hotel Operations, the Guest Services Manager will maintain a highly visible presence throughout the operation, particularly during peak arrival and departure periods. This leader will support daily hotel operations, coach and develop team members, resolve guest concerns, and ensure consistent service delivery aligned with our luxury hospitality standards.

This is an excellent opportunity for an experienced hospitality leader who enjoys being on the floor, engaging with guests and team members, solving problems in real time, and contributing to both the operational and financial success of the resort.

• Lead Front Desk, Bell/Valet, and Concierge operations during assigned shifts.
• Maintain a strong and visible leadership presence in the lobby and guest-facing areas.
• Serve as a primary escalation point for guest concerns and provide timely, professional service recovery.
• Conduct pre-shift huddles covering VIP arrivals, resort events, operational priorities, and service expectations.
• Coach and develop team members to consistently deliver AAA Four Diamond-level service.
• Support departmental scheduling, labor management, overtime control, and payroll.
• Monitor guest satisfaction feedback and identify opportunities to improve the guest experience.
• Support onboarding, training, SOP development, and team recognition initiatives.
• Partner with Housekeeping and other resort departments to ensure room readiness and seamless guest experiences.
• Support Front Desk upselling initiatives and other opportunities to increase incremental revenue.
• Assist with guest billing disputes, aging accounts, and financial reconciliation.
• Serve as a resource for Property Management System troubleshooting and operational support.

• 3-5 years of progressive hospitality leadership experience, preferably within a luxury hotel or resort environment.
• Previous leadership experience within Front Office, Rooms Division, Guest Services, Concierge, or a related hotel operation.
• Strong guest-service and service-recovery skills with the ability to confidently resolve escalated guest concerns.
• Experience managing labor, departmental schedules, budgets, and operational performance.
• Working knowledge of P&L statements and complex guest billing reconciliation.
• Advanced proficiency with hotel Property Management Systems such as Versa, Opera, HMS, StayNTouch, or a comparable PMS.
• Strong leadership, communication, coaching, and organizational skills.
• Bachelor's degree in Hospitality Management, Business, or a related field preferred.
• Ability to work a flexible schedule, including rotating shifts, weekends, and holidays in a 24/7/365 resort environment.
• Ability to stand and walk for extended periods and lift up to 30 pounds.