Guest Service Manager

John Carver Inn & Spa • Plymouth, MA

4d

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 leadership, strong guest-service and communication skills, sound judgment, adaptability, attention to detail, and the ability to troubleshoot basic office and communications equipment.

Requirements

• At least 2 years of guest services experience.
• 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 handle sensitive information with judgment and discretion.

Nice To Haves

• Guest services experience in a hotel environment.
• Management or previous supervisory experience.
• Bilingual in Spanish.

Responsibilities

• Oversee safe and efficient front desk operations.
• 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 maintaining appropriate documentation.
• Deliver attentive, friendly, efficient, and courteous guest service.
• Collaborate effectively, build rapport, and maintain trust and respect.
• Identify issues, analyze information, resolve problems, and implement recommended best practices.
• Handle confidential and sensitive information appropriately.
• Schedule and prioritize work, multitask, and follow through efficiently with limited supervision.
• Adapt to changing priorities and business needs, and remain composed under pressure while handling customer and employee interactions and issues.
• Use computer technology and hotel-related systems to support organizational efficiency.
• Troubleshoot basic computer, printer, photocopier, fax, and phone problems.

Benefits

• Employer contribution 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.
• Hotel travel discounts.
• Additional benefits may be available depending on property location.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree