Description:
This is a full time benefited position with salary range of $50,000 to $60,000
It will be posted until filled
Job Summary: The Guest Services Manager is responsible for leading the daily operations of the Front Desk and Housekeeping departments to ensure exceptional guest experience, efficient operations, and high-quality lodging services. This position oversees guest service delivery from front desk and housekeeping, housekeeping standards, staffing, training, scheduling, and operational processes while fostering a culture aligned with the Institute’s mission and hospitality standards. The Guest Services Manager serves as a key operational leader, ensuring coordination between departments, maintaining quality standards across lodging facilities, and supporting the financial performance and guest satisfaction goals of the Institute.
Essential Responsibilities:
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Manage day-to-day front desk operations to ensure exceptional guest service and adherence to Institute standards.
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Oversee guest arrival, departure, reservations, room assignments, and lodging-related communications.
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Resolve guest concerns, complaints, and service recovery issues in a timely and professional manner.
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Ensure front desk procedures, administrative processes, and reporting requirements are completed accurately and efficiently.
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Maintain knowledge of Institute programs, events, facilities, policies, and guest amenities.
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Ensure recreational amenities and guest resources managed through the Front Desk are maintained and available for guest use.
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Managerial role with 6 direct reports. This position will monitor staffing levels and operational needs to ensure consistent guest service coverage.
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Perform front desk duties as needed during staffing shortages, peak demand periods, or special events.
Requirements:
Housekeeping Operations
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Provide leadership and oversight to the Housekeeping Supervisor and department.
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Establish and maintain housekeeping standards that ensure guest rooms, public spaces, and lodging facilities meet quality expectations.
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Monitor housekeeping performance through inspections, audits, and guest feedback.
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Collaborate with the Housekeeping Supervisor to develop schedules, staffing plans, and departmental workflows.
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Ensure effective inventory management of linens, cleaning supplies, guest room amenities, and related materials.
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Coordinate with Facilities and Maintenance staff to address lodging-related repair needs and guest room deficiencies.
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Support continuous improvement initiatives that increase efficiency, consistency, and service quality.
Leadership and Staff Development
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Recruit, train, coach, develop, and evaluate front desk employees.
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Partner with the Housekeeping Supervisor in the development, coaching, and performance management of housekeeping staff.
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Foster a positive, team-oriented culture that reflects the Institute’s Core Values.
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Assist the Director of Hospitality with staffing plans, succession planning, employee relations matters, and departmental goals.
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Conduct regular departmental meetings and training sessions.
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Promote collaboration between Front Desk, Housekeeping, Facilities, FOH, and Conference Services teams.
Monitor departmental expenses and identify opportunities for operational efficiencies.
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Assist with budget planning and management for Front Desk and Housekeeping operations.
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Ensure accurate recordkeeping, reporting, and compliance with Institute policies and procedures.
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Track guest service metrics, lodging trends, and departmental performance indicators.
Guest Data Management & CRM (Salesforce)
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Ensure consistent use of Salesforce, the Institute’s CRM, as the system of record for all guest interactions.
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Oversee and lead continuous improvement of front desk processes to capture and maintain accurate guest information for all visitors, including overnight, non-overnight, and public site guests (Legacy Gallery, Legacy Theatre, and Memorial).
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Train, empower, and hold accountable staff to maintain data accuracy, completeness, and consistency within Salesforce.
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Train, empower, and hold accountable housekeeping and front desk staff to ensure guest information and service needs are accurately recorded and communicated through Salesforce.
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Monitor data quality and support reporting on guest activity, lodging utilization, and overall guest experience.
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Identify and implement continuous improvements to guest service processes, data capture practices, and use of Salesforce, the Institute’s CRM.
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Collaborate cross-departmentally to ensure continuity between all guest services, conference services, hospitality, and business development processes throughout the Institute's Salesforce ecosystem.
Strong leadership and supervisory skills.
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Excellent customer service and conflict resolution abilities.
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Effective verbal and written communication skills.
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Strong organizational and time-management skills.
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Ability to manage multiple priorities in a fast-paced hospitality environment.
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Proficiency with Microsoft Office and hospitality management systems.
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Knowledge of lodging operations, housekeeping standards, and guest services best practices.
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Commitment to the Institute’s mission, values, and service culture.
EDUCATION AND EXPERIENCE
Required:
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High school diploma or GED.
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Three (3) years of hospitality, lodging, guest services, housekeeping, or related operational experience.
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Previous supervisory experience.
Preferred:
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Associate's or Bachelor's degree in Hospitality Management, Business Administration, or a related field.
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Experience managing both guest services and housekeeping operations.
Physical Factors (environment): Stand for extended periods of time (up to 8 hours per day)
WORK ENVIRONMENT / PHYSICAL REQUIREMENTS
? Ability to sit, stand, and walk for extended periods.
? Ability to lift up to 25 pounds occasionally.
? Ability to work evenings, weekends, and holidays as operational needs require.
? Frequent interaction with guests, staff, vendors, and Institute stakeholders.
Quality Standards: The Institute expects safety, integrity, professionalism and high quality work from all employees.
Preferred/Required Education: High School Diploma/GED, Trade or Technical school preferred
Required Experience: 5+ years
Work Schedule: Varies
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EQUAL OPPORTUNITY EMPLOYER
We are an Equal Opportunity Employer and do not discriminate based on race, color, national origin, gender, religion, age, disability, veteran or military status, genetic information or any other legally protected status.
DRUG FREE WORKPLACE
We are a Rule 36 Drug Free Workplace which means an applicant is required to submit to a pre-employment drug test after being given a conditional offer of employment.
