Guest Services Manager

Marquesa Hotel, a Noble House Hotel • Key West, FL

1d • Onsite

About The Position

In this role, you will be responsible for delivering an exceptional, personalized guest experience that reflects the highest standards of service at the award-winning Marquesa Hotel. This role is a support role for front-of-house operations including Front Desk, Bell Services, Housekeeping and Guest Relations, ensuring seamless service, anticipatory guest care, and operational excellence.

Requirements

• Ability to consistently uphold the highest standards of professional presence, communication, and attention to detail, ensuring every guest interaction reflects a polished, luxury service environment.
• Strong knowledge of inventory management, purchasing, ordering, and cost-control practices.
• Demonstrated ability to lead, coach, develop, and motivate a high-performing team.
• Minimum of two years of supervisory experience within hotel or resort Front Office operations, preferably in a luxury hospitality environment.
• Experience with Forbes Travel Guide standards, Leading Hotels of the World (LHW) standards, or comparable luxury hospitality service standards preferred.
• Bachelor’s degree in Hospitality Management or a related field preferred; equivalent combination of education and relevant hospitality experience will be considered.
• Ability to work a flexible schedule based on business needs, including nights, weekends, and holidays.
• Strong interpersonal, verbal, and written communication skills.
• Strong computer skills with the ability to learn and effectively utilize hotel operating systems and technology.
• Strong organizational and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
• Commitment to delivering exceptional guest experiences while maintaining operational standards and consistency.

Nice To Haves

• Experience with Forbes Travel Guide standards, Leading Hotels of the World (LHW) standards, or comparable luxury hospitality service standards.

Responsibilities

• Day to day function in this role focuses on daily operations of Front Desk and guest satisfaction/resolution of guest issues.
• Ascertain departmental training needs and provide such training.
• Supervises the daily performance of front office staff and follows up with corrections when needed.
• Escalates guest and staff issues to General Manager on duty for assistance.
• Input and access information in the property management computers/point of sales system.
• Maintain confidentiality of guests and associate information and pertinent data.
• Act as any member of the department at any time, if needed.
• Prepare weekly schedule and/or payroll processes.
• Responds to guest reviews and acts appropriately to resolve guest issues.
• Tracks employee names in guest reviews for employee recognition program, as instructed by management.
• Ensure the front office team has adequate supplies and orders office supplies, as needed.
• Interacts with customers and employees to obtain feedback on quality of experience at the resort.
• Requires a high degree of schedule flexibility, including availability to work evenings, weekends, and holidays based on business needs.
• Oversee the design, execution, and continuous enhancement of the property's guest amenity program, ensuring alignment with luxury brand standards and guest expectations.
• Demonstrate a commitment to anticipatory service by identifying repeat and VIP guests in advance of arrival and tailoring each interaction to reflect their individual preferences and history.
• Additional duties as assigned

Benefits

• Health Benefits Package-Medical/Dental/Vision/Employee Assistance Program offering support when you need it most
• Supplemental benefits to select such as Short-Term disability, Life Insurance, AD&D and Pet Insurance
• 401K plan with matching
• On demand pay- your pay before payday
• Paid Holidays/Personal/Vacation/Sick time
• Team Member/Family/Friend home and restaurant discounts within Noble House Hotels & Resorts (nationwide)
• Career growth opportunities and Recognition Programs
• Nationwide team member discount program for theme parks (including Disney, Six Flags, Universal Studios, and more!) discounted MLB, NHL, NFL, concert tickets, and much more.

What This Job Offers

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