Guest Service Manager

Olympia Hospitality; Conway (NH); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health Coverage

401K Plan

Paid Life Insurance

Disability Coverage

Paid Time Off

Holidays

Earned Wage Access

Employee Assistance Program

Travel Discounts

Job summary

Olympia Hospitality, managing The North Conway Grand Hotel, is seeking a Guest Service Manager to oversee front desk operations, maximize profitability, and ensure guest satisfaction. This role provides training, support, and resources to front desk staff to deliver exceptional service.

The position emphasizes leadership, teamwork, and a people-focused culture, with strong communication and problem-solving skills to maintain guest experiences at the highest standard.

Qualifications

• Minimum 2+ years of guest services or hospitality supervisory experience.
• Associates degree or equivalent work experience.
• Bilingual in Spanish is a plus.

Responsibilities

• Oversee safe, efficient front desk operations and maximize profitability.
• Provide training and resources to front desk staff.
• Ensure high levels of guest satisfaction and service quality.

Skills

Leadership

Customer Service

People Skills

Communication

Problem-Solving

Judgment & Discretion

Organizational Skills

Adaptability

Composure

Attention to Detail

Tech Aptitude

Training

Education

Associate's degree or equivalent

Job description

The North Conway Grand Hotel is excited to begin a new chapter under the management of Olympia Hospitality, a hospitality company known for creating people-focused cultures and exceptional guest experiences.

We’re more than just a team - we’re a community dedicated to making a difference every day.

At Olympia Hospitality, we create a fun, supportive environment where growth never stops, and success is celebrated together. Guided by our values of continuous improvement, accountability, concern for others, and trust, we foster a culture of collaboration and integrity. If you’re passionate, driven, and ready to thrive, we’d love to have you on our team.

The Guest Service Manager oversees the safe and efficient operation of the front desk, maximizes profitability, and ensures high levels of guest satisfaction are achieved. This position provides training, support and resources to the front desk staff.

Pay Range $60,000 - $65,000 per year

Join a Team that Puts Your Well-Being First!

At Olympia Hospitality, we believe in supporting our employees both in and out of the workplace. When you join us, you’re not just getting a job - you’re joining a family-first organization that cares about your health and wellness, your future, and your overall satisfaction.

Here’s how we show our commitment:

• Health Coverage That Works for You: We contribute up to 80% toward individual health plans and offer affordable dental and vision insurance. Plus, with FSA and HSA options, you can plan for your healthcare costs your way.
• Secure Your Future: With our 401K plan and discretionary yearly match, you can build the financial future you deserve.
• Peace of Mind: We provide paid group term life insurance for select positions, 50% shared cost short-term disability, and you have the option to purchase additional employee paid life insurance.
• Time for You: Enjoy our robust PTO plan and 7 paid holidays to maintain work-balance. Need quick access to your paycheck? Our earned wage access program has you covered!
• Additional Support: From our Employee Assistance Program (EAP) to a sober support network, and our commitment to being a recovery-friendly workplace, we're here to help you thrive personally and professionally.
• Perks: Love to travel? Enjoy exclusive hotel travel discounts as a member of our team. Additional benefits may be available based on property specific locations!

We’re more than just a business - we’re a values-driven organization that believes in creating an environment where every team member can thrive. Our core values guide everything we do, from how we interact with each other to how we serve our guests and community. Join us at Olympia Hospitality and take the next step toward a fulfilling, balanced, and supported career.

Core Skills:

• Leadership - ability to effectively motivate, mentor, coach & counsel others to perform well (including appropriate documentation)
• Customer Service - deliver hospitable service that is attentive, friendly, efficient and courteous; demonstrate patience, tact and diplomacy
• People Skills - ability to collaborate, create rapport, and work effectively with others; earn and maintain trust and respect
• Communication Skills - ability to effectively listen & communicate professionally, both verbally and in writing
• Problem-Solving & Analytical Skills - ability to identify the issue, collect and analyze information to understand the problem and effectively resolve. Identify, recommend, and implement best practices
• Judgment & Discretion - appropriately handle confidential and sensitive information
• Organizational & Time Management Skills - ability to appropriately schedule time to meet job demands, multi-task, prioritize, follow through, and work efficiently with limited supervision
• Aptitude & Adaptability - ability to learn quickly and adapt to changing priorities and business needs
• Composure - ability to maintain composure and work under pressure, managing stress to meet business demands. (Calmly handle all customer and employee interactions & issues)
• Attention to Detail - ability to follow instructions and achieve thoroughness and accuracy when accomplishing tasks
• Computer skills/ Technical Aptitude - proficiency in computer technology, i.e. e-mail, MS Word, Excel, & other hotel related systems. Utilize technology to enhance organizational efficiency
• Training - ability to share knowledge and act as a resource in teaching others to perform tasks efficiently and safely

Technical Skills:

• Ability to troubleshoot basic computer/printer/photocopier/fax/phone technical problems

Experience / Education:

2 plus years’ of guest services experience required (preferably in a hotel environment); management or previous supervisory experience preferred; associates degree and/or equivalent work experience; Bilingual in Spanish is a plus

Olympia Hospitality is an equal opportunity employer and is committed to providing employment opportunities to qualified applicants without regard to such characteristics as race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability, genetic information, protected veteran status or any other factor protected by applicable law.