Assistant Guest Services Manager

Auberge Collection•Town of Gardiner, NY

15h

About The Position

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.

Requirements

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

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