Assistant Guest Services Manager

Only a two-hour drive from New York City, Mayflower Inn & Spa, Auberge Collection is a luxury country retreat located in the idyllic town of Washington, Connecticut. Set on 58 acres of beautifully landscaped gardens and woodlands, the property defines New England elegance and is renowned as one of the northeast’s most lauded luxury hideaways. Boasting 35 guest rooms, the hotel offers exceptional service and gracious attention to guest’s personalized needs.

Wellness amenities include The Retreat at Mayflower Inn, a 20,000 sq. ft. sanctuary aiming to purify and detoxify through holistic treatments, promote wellbeing, and leave guests feeling relaxed and renewed. The resort also boasts expansive gardens, a tennis court, miles of hiking trails, a standalone two-story private‑event space, The Huntress boutique, and two dining venues including The Garden Room for New England‑inspired fine dining and the Tap Room, for casual country fare.

In honor of the Inn’s centennial birthday in fall 2020, acclaimed New York‑based interior designer Celerie Kemble oversaw a dramatic redesign encompassing guest rooms and suites, Mayflower’s signature restaurant, and the Inn’s historic main house, featuring a charming parlor.

Be the architect of unparalleled hospitality experiences, overseeing a dedicated team to ensure every guest feels not just welcomed, but truly at home from arrival to departure.

• Manage the day‑to‑day operations of the guest services department, ensuring a seamless and welcoming experience for guests through efficient coordination of tasks, staff, and resources.
• Lead, train, and motivate guest services staff, providing guidance on service standards, communication skills, and conflict resolution to maintain a high level of professionalism and guest satisfaction.
• Act as a point of contact for guests, addressing inquiries, concerns, and special requests promptly, and ensuring a personalized and positive experience throughout their stay.
• Foster effective communication and collaboration with other hotel departments, such as housekeeping, reservations, and maintenance, to ensure a seamless and integrated approach to guest services and overall hospitality.
• Collect and analyze guest feedback, reviews, and surveys, using this information to identify areas for improvement, implement changes, and contribute to enhancing overall guest satisfaction.

• Substantial experience in guest‑facing roles within the hospitality industry, showcasing a proven track record of providing exceptional guest service and handling a variety of guest‑related situations.
• Previous experience in a supervisory or leadership role, demonstrating the ability to lead, motivate, and develop a team of guest services professionals.
• Strong communication and interpersonal skills, with the ability to effectively interact with guests, staff, and other departments, ensuring clear and positive communication channels.
• Exceptional problem‑solving skills and the ability to make decisions quickly and effectively in high‑pressure situations, contributing to a smooth and enjoyable guest experience.

MFI Operations LLC is an Equal Opportunity Employer, M/F/D/V. MFI Operations LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, MFI Operations LLC complies with applicable state and local laws governing non‑discrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.