Guest Services Manager

EOS Hospitality Lake Austin Employee LLC•Austin, TX

39d•Onsite

About The Position

The Guest Services Manager oversees the daily operations of guest-facing resort services, ensuring seamless, personalized experiences that exceed expectations. This leader serves as both an operational expert and hospitality ambassador—guiding the Guest Services team, supporting resort operations, and creating memorable experiences for guests seeking relaxation, celebration, and renewal. This role requires a visible, hands-on leader who is passionate about luxury service, team development, and creating calm, thoughtful experiences in a dynamic resort environment.

Requirements

3–5+ years of hospitality leadership experience, preferably within luxury hotels, boutique resorts, wellness destinations, or upscale hospitality environments.
Previous experience in Guest Services, Front Office, Rooms Division, or Resort Operations leadership preferred.
Passion for luxury hospitality and creating highly personalized guest experiences.
Strong leadership, communication, and interpersonal skills.
Ability to remain composed, solutions-focused, and service-oriented in a fast-paced environment.
Experience with hospitality systems/PMS platforms preferred.
Flexible schedule, including evenings, weekends, and holidays, based on business needs.

Nice To Haves

Naturally creates connection and makes others feel welcome
Leads with empathy, professionalism, and accountability
Notices the details that elevate ordinary moments into memorable experiences
Thrives in a luxury, wellness-focused environment
Brings calm energy, thoughtful problem-solving, and a guest-first mindset
Understands that true hospitality is personal

Responsibilities

Lead daily Guest Services operations to ensure a seamless, elevated guest experience throughout the resort.
Create meaningful guest connections through personalized service, anticipation of needs, and genuine hospitality.
Oversee arrivals, departures, VIP guests, special occasions, wellness itineraries, and customized guest requests.
Ensure all guest interactions reflect the resort’s luxury and wellness-focused service philosophy.
Actively engage with guests throughout the property to build relationships and create memorable moments.
Respond to guest concerns and service recovery opportunities with professionalism, empathy, and urgency.
Inspire, coach, and develop a high-performing Guest Services team committed to excellence.
Foster a culture of kindness, accountability, collaboration, and intuitive hospitality.
Lead training efforts focused on luxury service standards, wellness hospitality, and guest engagement.
Support recruitment, onboarding, scheduling, and performance development of team members.
Lead by example through professionalism, positivity, and a calm, guest-centered presence.
Partner closely with Spa, Food & Beverage, Housekeeping, Recreation, Engineering, and Reservations teams to create seamless guest experiences.
Monitor guest preferences, special requests, celebrations, and personalized experiences to ensure thoughtful execution.
Maintain operational excellence through effective communication, organization, and attention to detail.
Assist with scheduling, payroll, reporting, and departmental operational needs.
Resolve guest concerns thoughtfully while preserving the integrity of the guest experience.
Empower team members to confidently resolve issues and elevate service opportunities.
Identify trends and opportunities to enhance the guest journey and operational effectiveness.