Assistant Guest Services Manager

Wildflower Farms, Auberge Resorts Collection; Gardiner (NY); On-site; USD 60,000 - 65,000; Full time

Job summary

An established industry player is seeking an Assistant Guest Services Manager to enhance the guest experience at a luxury resort. This pivotal role involves mentoring the bell and valet team, ensuring seamless arrivals and departures, and maintaining high standards of service. You'll lead with a collaborative spirit, addressing guest concerns and fostering exceptional satisfaction. With a focus on personal connections and operational excellence, you will play a key role in creating memorable experiences in a breathtaking natural setting. If you are passionate about hospitality and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

• Minimum 1 year of leadership experience in guest services within a luxury resort setting.
• Genuine passion for creating meaningful interactions with guests and team members.

Responsibilities

• Oversee all Granger/Bell department functions including purchasing and scheduling.
• Serve as Manager on Duty, addressing guest concerns promptly and professionally.

Skills

Leadership in Guest Services

Problem-Solving Skills

Technical Aptitude

Customer Service Excellence

Collaboration

Education

Experience in Luxury Resort

3+ Years in Guest Services

Tools

Alice

Opera Cloud

Job description

This pivotal position helps orchestrate the rhythm of our guest journey, from the first warm welcome to a fond farewell. You'll mentor our bell and valet team members, ensuring they embody our philosophy of understated luxury and authentic connection. As Assistant Guest Services Manager (Manager on Duty)during evening shifts, you'll be the steward of our property's impeccable standards and the guardian of our guests' serenity.

Operational Management

• Oversee all Granger/Bell department functions including purchasing, scheduling, payroll processing, and other administrative responsibilities
• Ensure seamless arrival and departure experiences for all guests
• Maintain consistent front-of-property presence and supervision

Guest Experience Leadership

• Serve as Manager on Duty, addressing guest concerns promptly and professionally
• Follow through on escalated issues to ensure complete resolution
• Create an environment of exceptional and consistent guest satisfaction
• Leverage hotel systems including Alice and Opera Cloud to facilitate personalized guest communications
• Develop team members' ability to utilize these systems effectively

Team Development

• Provide hands-on leadership ensuring timely completion of all required tasks
• Train and mentor staff on Auberge Service Standards
• Foster positive communication among guests, management, and team members
• Ensure Graingers maintain comprehensive knowledge of resort operations to effectively assist guests
• Handle escalated issues that require management intervention

Performance Optimization

• Work continuously to enhance both guest and team member satisfaction
• Implement strategies to maximize department financial performance
• Uphold all Auberge Service Standards

Pay Range: $60,000/year - $65,000/year

Company Description

Blanketed with meadows of native flowers and wild woodlands, Wildflower Farms sways in rhythm with the seasons and the simple pleasures of life lived Upstate. Ensconced by fragrant fields of wild bergamot and mountain mint, the property’s 140 arcadian acres embody Hudson Valley ease. A slow-rippling river gently embraces free-standing cabins framing clear views of the mighty Shawangunk Ridge. Crisp air, bright skies and the melodies of Mother Nature beckon stillness and contemplation, while forested footpaths and towering cliffs call to an adventurers’ spirit. Reconnect with yourself and nature at Wildflower Farms.

Qualifications

• Minimum 1 year of leadership experience in guest services within a luxury resort setting
• At least 3 years in guest service roles that celebrate thoughtful, personalized attention
• A genuine passion for creating meaningful interactions with guests and team members
• Deep familiarity with the Hudson Valley's changing seasons, hidden gems, local flavors, and cultural landscape
• Ability to gracefully balance multiple priorities while maintaining a calm, centered presence
• Collaborative spirit that flows easily between departments and individuals
• Clear, thoughtful problem-solving skills that honor our commitment to excellence
• Capacity to maintain composure during busy periods, like a sturdy oak in changing winds
• Respect for the privacy of our guests and the confidentiality of their information
• Strong technical aptitude and valid driver's license

Additional Information

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.

Shinrin Yoku LLC is an Equal Opportunity Employer, M/F/D/V. Shinrin Yoku LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Shinrin Yoku LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.