Guest Service Manager

John Carver Inn & Spa•Plymouth, MA

About The Position

The Guest Service Manager oversees the safe and efficient operation of the front desk, maximizes profitability, and ensures high levels of guest satisfaction. The role provides training, support, and resources to front desk staff. The position calls for strong leadership, customer service, communication, problem-solving, organizational, technical, and training skills, along with the ability to adapt to changing priorities and work calmly under pressure.

Requirements

At least 2 years of guest services experience; hotel experience is preferred.
Associate degree and/or equivalent work experience.
Proficiency with email, MS Word, Excel, and other hotel-related systems.
Ability to troubleshoot basic computer, printer, photocopier, fax, and phone technical problems.
Ability to communicate professionally verbally and in writing, listen effectively, and collaborate with others.
Ability to handle confidential and sensitive information with appropriate judgment and discretion.
Ability to adapt to changing priorities and business needs, maintain composure under pressure, and deliver accurate work.

Nice To Haves

Management or previous supervisory experience.
Bilingual in Spanish.

Responsibilities

Oversee the safe and efficient operation of the front desk.
Maximize profitability and ensure high levels of guest satisfaction.
Provide training, support, and resources to front desk staff.
Motivate, mentor, coach, and counsel others, including providing appropriate documentation.
Deliver attentive, friendly, efficient, and courteous hospitality to customers.
Identify issues, analyze information, resolve problems, and identify, recommend, and implement best practices.
Schedule and prioritize work, multitask, follow through, and work efficiently with limited supervision.
Troubleshoot basic computer, printer, photocopier, fax, and phone technical problems.
Share knowledge and teach others to perform tasks efficiently and safely.

Benefits

Health plan contributions of up to 80% toward individual health plans.
Affordable dental and vision insurance.
Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
401(k) plan with discretionary yearly match.
Paid group term life insurance for select positions.
Short-term disability with 50% shared cost; option to purchase additional employee-paid life insurance.
Robust paid time off plan.
Seven paid holidays.
Earned wage access program.
Employee Assistance Program (EAP).
Sober support network and recovery-friendly workplace.
Exclusive hotel travel discounts.
Additional benefits may be available based on property-specific locations.