Guest Services Manager

The Inn of the Five Graces•Santa Fe, NM

20h•Onsite

About The Position

The Inn of the Five Graces is a family-built, artisan-crafted sanctuary where hospitality is practiced as an art and leadership is exercised as stewardship. The Guest Services Manager is a senior member of the Inn's leadership team, holding direct accountability for the guest experience across four interconnected disciplines: Guest Services, Valet, Grounds, and Spa. As an award-winning Relais & Chateaux property, the Inn holds its team to the highest standards of luxury hospitality. This role translates those standards into daily action — leading a multi-department team, anticipating every guest's needs with precision and warmth, and ensuring that every moment at the Inn reflects its Core Values from the moment a reservation is made all the way through the farewell.

Requirements

Exceptional hospitality instincts with the ability to anticipate needs, de-escalate challenges, and set the tone for an entire team.
Demonstrated experience leading multi-function or multi-department teams in a luxury hospitality environment.
Polished, professional presence consistent with a Relais & Chateaux property.
Proficiency with Opera PMS and the Microsoft Office Suite; comfortable learning new hospitality technology systems.
Strong organizational and multitasking ability; composed and decisive in a dynamic, guest-facing environment.
Excellent written and verbal communication skills across all channels.
Willingness to work flexible hours including weekends, holidays, and evenings — recognizing Santa Fe's character as a primary weekend and holiday destination.
Valid New Mexico Driver's License required.
Ability to pass a general background and reference check.
Consistent ability to follow and enforce directives, protocols, and standards across a diverse team.
High school diploma or equivalent required.
Minimum three to five years of progressive guest services or front office experience in a luxury or boutique hotel setting.
Minimum two years of supervisory or management experience, ideally overseeing multiple departments or functions.

Nice To Haves

Bilingual in English and Spanish is a strong plus, reflecting the Inn's Santa Fe heritage and diverse guest community.
Bachelor's degree in Hospitality Management, Business, or a related field preferred.
Experience with spa, valet, or grounds operations a significant advantage.

Responsibilities

Serve as a visible, gracious presence across all areas of the property — greeting arriving guests, personally escorting them to accommodations, and ensuring every touchpoint reflects the Inn's luxury standards.
Anticipate and respond to all guest needs, VIP arrivals, special requests, and in-house arrangements (romance packages, spa bookings, curated amenities, etc.) with promptness and discretion.
Respond to all guest communications — email, phone, and in-person — in a timely, warm, and professional manner.
Manage the fulfillment of all in-house requests and amenity arrangements, ensuring promises made at booking are delivered exactly as expected.
Respond to guest concerns and feedback with empathy and urgency; resolve issues in ways that reinforce trust and loyalty.
Directly supervise Guest Services Agents, Valet Attendants, and Night Auditors; maintain consistent staffing, scheduling, and performance standards.
Ensure the lobby and all guest-facing areas are impeccably maintained — clean, well-appointed, and welcoming at all times.
Oversee daily Front Office operations including arrival and departure coordination, daily sheets, guest folios, payment processing, and deposit management.
Represent Guest Services ensuring all teams are briefed on arrivals, VIPs, special requests, and returning guests.
Serve as Manager on Duty (MOD) on a rotating basis, assuming broader operational responsibility during assigned shifts.
Support reservations via phone and email; maintain thorough knowledge of credit policies, reservation coding, and advance deposit requirements.
Oversee the valet team, ensuring vehicles are handled with care, professionalism, and strict adherence to safety protocols.
Ensure valet arrivals and departures are executed efficiently and without delay, creating a seamless first and last impression for every guest.
Maintain valet logs, key management procedures, and vehicle tracking in alignment with property standards.
Ensure all valet staff hold valid driver's licenses and receive appropriate training and ongoing coaching.
Oversee the Grounds team to ensure all exterior areas — gardens, pathways, courtyards, and entry approaches — are immaculately maintained and reflect the Inn's artisan character.
Coordinate seasonal landscaping, routine maintenance schedules, and any special setups required for events or VIP arrivals.
Serve as the liaison between Grounds and other departments for property presentation, event preparation, and infrastructure concerns.
Provide supervisory leadership to the Spa team, ensuring service standards, scheduling, and guest interactions meet Relais & Chateaux expectations.
Coordinate spa reservations, package fulfillment, and in-room spa amenity delivery in alignment with Front Office and Housekeeping operations.
Monitor spa cleanliness, ambiance, supply levels, and overall guest readiness at all times.
Support Spa staff development, training consistency, and integration with the Inn's broader guest experience philosophy.
Communicate daily with Housekeeping and Facilities to coordinate arrivals, departures, room readiness, and special setups; inspect accommodations to verify all requests have been fulfilled.
Assist with special events and property activations; ensure all departments involved are aligned and prepared.
Cover shifts and support other departments — including Food & Beverage — as operational needs require.
Recruit, onboard, coach, and evaluate team members across all four areas of oversight; cultivate a culture of excellence, accountability, and genuine hospitality.
Enforce all safety and emergency procedures; ensure teams across Guest Services, Valet, Grounds, and Spa are fully trained and current on emergency protocols.
Ensure compliance with all applicable labor regulations, including required break periods, FLSA guidelines, and proper recordkeeping.
Stay current on brand standards, property updates, and training requirements; communicate changes clearly and promptly.