Guest Service Manager

The Glen House•Gorham, NH

15h•Onsite

About The Position

Welcome to the summit of White Mountain hospitality. Nestled at the base of majestic Mount Washington in Pinkham Notch, The Glen House Hotel is where breathtaking wilderness meets boutique luxury—and where unforgettable New England memories begin. We are seeking a dynamic, passionate, and inspiring Guest Service Manager to lead our front-line team and serve as the heartbeat of our guest experience. As our Guest Service Manager, you won’t just manage front desk operations—you will set the tone for world-class hospitality in one of New Hampshire’s most iconic alpine settings. Whether welcoming outdoor adventurers returning from the trails, coordinating seamless stays for leisure travelers, or empowering a high-performing team to deliver intuitive, personalized service, your leadership will turn great stays into legendary stories. If you thrive in a fast-paced environment, take pride in fostering a culture of warmth and excellence, and want to build your leadership career with the breathtaking backdrop of the White Mountains outside your front door, we want to meet you. We’re more than just a team – we’re a community dedicated to making a difference every day. At Olympia Hospitality, we create a fun, supportive environment where growth never stops, and success is celebrated together. Guided by our values of continuous improvement, accountability, concern for others, and trust, we foster a culture of collaboration and integrity. If you’re passionate, driven, and ready to thrive, we’d love to have you on our team. Apply today and build a career that inspires you! The Guest Service Manager oversees the safe and efficient operation of the front desk, maximizes profitability, and ensures high levels of guest satisfaction are achieved. This position provides training, support and resources to the front desk staff.

Requirements

Leadership – ability to effectively motivate, mentor, coach & counsel others to perform well (including appropriate documentation)
Customer Service – deliver hospitable service that is attentive, friendly, efficient and courteous; demonstrate patience, tact and diplomacy
People Skills – ability to collaborate, create rapport, and work effectively with others; earn and maintain trust and respect
Communication Skills – ability to effectively listen & communicate professionally, both verbally and in writing
Problem-Solving & Analytical Skills – ability to identify the issue, collect and analyze information to understand the problem and effectively resolve. Identify, recommend, and implement best practices
Judgment & Discretion – appropriately handle confidential and sensitive information
Organizational & Time Management Skills – ability to appropriately schedule time to meet job demands, multi-task, prioritize, follow through, and work efficiently with limited supervision
Aptitude & Adaptability – ability to learn quickly and adapt to changing priorities and business needs
Composure – ability to maintain composure and work under pressure, managing stress to meet business demands. (Calmly handle all customer and employee interactions & issues)
Attention to Detail – ability to follow instructions and achieve thoroughness and accuracy when accomplishing tasks
Computer skills/ Technical Aptitude – proficiency in computer technology, i.e. e-mail, MS Word, Excel, & other hotel related systems. Utilize technology to enhance organizational efficiency
Training – ability to share knowledge and act as a resource in teaching others to perform tasks efficiently and safely
Ability to troubleshoot basic computer/printer/photocopier/fax/phone technical problems
2 plus years’ of guest services experience required (preferably in a hotel environment)
Management or previous supervisory experience preferred
Associates degree and/or equivalent work experience