Guest Services Manager - 5* Resort

St. Michaels, Maryland

We are conducting a confidential search on behalf of a Forbes‑rated luxury 5* resort. This intimate, high‑touch destination property is known for its personalized service, refined atmosphere, and strong reputation within the luxury leisure and experiential travel market.

We are seeking a Guest Relations Manager to oversee the front‑of‑house guest services function and ensure all interactions meet or exceed Forbes‑level service standards
.

$60,000–$65,000 + benefits

Reporting to the Front Office leadership team, the Guest Relations Manager will act as a primary ambassador for the guest experience
, ensuring a seamless and highly personalized stay from pre‑arrival through departure.

This is a hands‑on leadership role suited to someone who thrives in high‑touch, luxury environments and understands the expectations of discerning guests.

• Deliver exceptional, personalized service in line with Forbes service standards
  .
• Act as a primary liaison between guests, the property, and local experiences.
• Manage pre‑arrival communication, reservations, and special requests.
• Supervise and support the guest services team.
• Coach, train, and audit team members to maintain service consistency.
• Handle guest concerns quickly, professionally, and discreetly.
• Maintain deep knowledge of:
• Property amenities
• Local restaurants and attractions
• VIP guests and in‑house groups
• Assist with payroll processes and departmental administration.
• Support front office operations as required.

• 2+ years in a supervisory or managerial guest‑facing role
  .
• Experience in:
• Luxury hotel
• Forbes‑rated property
• High‑end resort or lifestyle environment
• Strong interpersonal and communication skills.
• Natural host with polished presentation and emotional intelligence.
• Comfortable handling VIP guests and high‑expectation service situations.
• Experience with Opera or similar PMS systems preferred.

• Join a Forbes‑rated luxury resort with strong reputation.
• Work in a highly personalized, guest‑focused environment.
• Growth opportunities within a respected global hospitality group.
• Beautiful waterfront destination setting.