Guest Service Manager

Bretton Woods; Northern (KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Relocation assistance for salaried Mgr

Long-Term housing options

6 paid holidays

Weekly pay cycle

Complimentary meals

Comprehensive healthcare

Paid time off

401(K) matching

HSA and FSA

Voluntary benefits program

EAP

Job summary

Omni Mount Washington Resort in Bretton Woods, NH is seeking a guest services supervisor to uphold luxury service standards and ensure flawless guest experiences from pre-arrival to departure.

You will lead and train associates, coordinate with Housekeeping, Reservations, Concierge, Food & Beverage, and Spa teams, manage staffing and payroll during peak periods, and drive guest engagement scores. A proven hospitality background and strong communication are essential.

Qualifications

• Strong guest service mindset with a track record of delivering luxury experiences.
• Ability to train and develop teams to meet service standards.
• Excellent written and verbal communication in English.
• Attention to detail and problem-solving in fast-paced environments.

Responsibilities

• Lead and support Guest Services operations to maintain luxury service standards.
• Ensure luxury standards are met for pre-arrival, arrival, during stay and departure for all guests.
• Anticipate and fulfill guest preferences, special requests, packages, amenities, and VIP needs.
• Resolve guest concerns and proactively address service issues.
• Coordinate with Housekeeping, Reservations, Concierge, Food & Beverage, Activities, Golf, Spa, Stables, and Ski Area teams to create exceptional experiences for all guests.

Skills

Guest services

Leadership

Communication

Customer focus

Education

High School Diploma or GED

Job description

Omni Mount Washington Resort, 310 Mount Washington Hotel Rd, Bretton Woods, New Hampshire, United States of America

Job Description

Posted Wednesday, August 12, 2026 at 4:00 AM

Omni Mount Washington Resort & Spa

As grand as the history behind it, the Omni Mount Washington Resort & Spa, located in Bretton Woods, New Hampshire, is gracious in ambiance and generous in amenities. A favorite New England retreat of presidents, poets and celebrities, the hotel delights every sense with enchanting music, refined dining and luxurious décor. The resort is home to award-winning alpine and Nordic skiing at Bretton Woods - the state’s largest ski area which is consistently recognized among the best for snow quality, grooming and service. A famed Donald Ross-designed Golf Course, nature-inspired Spa and year-round Canopy Tour add to our wide variety of world-class activities, adventure and wellness offerings, attracting guests from around the globe all year long.

Omni Mount Washington Resort & Spa and Bretton Woods Ski Area associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. The Omni Mount Washington Resort & Spa is committed to serve our associates and nurture their growth. We embody a culture of respect, gratitude and empowerment each day. If you are a friendly, motivated person, with a passion to serve others, the Omni Mount Washington Resort & Spa and Bretton Woods Ski Area may be your perfect match.

• Relocation Assistance for salaried Managers relocating 50+ miles away
• Long- Term Housing Options Available
• 6 Paid Holidays
• Weekly pay cycle
• Complimentary meals in cafeteria
• Comprehensive healthcare coverage with options for medical, dental, and vision plans.
• Paid time off for relaxation and rejuvenation.
• Financial security through a 401(K) matching plan and pre-tax Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• A great voluntary benefits program that includes critical illness, hospital indemnity, and accident coverage, life and AD&D insurance, legal services, and identity theft protection, access to whole life insurance, telemedicine, and pet insurance.
• Support services including an Employee Assistance Program (EAP)

Resort Discounts

• Complimentary Bretton Woods season pass (terms & conditions apply, associate may also be eligible for spouse/dependent passes, or one courtesy pass based on status)
• 25% off Food & Beverage (excluding alcohol)
• 25% off Retail
• 25% off Spa Services
• Discounts on Ski & Golf Rentals, Canopy Tours, and other activities

Essential Functions:

• Lead and support Guest Services operations to maintain luxury service standards.
• Ensure luxury standards are met for pre-arrival, arrival, during stay and departure for all guests.
• Anticipate and fulfill guest preferences, special requests, packages, amenities, and VIP needs.
• Resolve guest concerns and proactively address service issues.
• Coordinate with Housekeeping, Reservations, Concierge, Food & Beverage, Activities, Golf, Spa, Stables, and Ski Area teams to create exceptional experiences for all guests.
• Drive Select Guest engagement scores, feedback, and enrollment throughout the resort.
• Maintain knowledge of resort amenities, activities, history, policies, and guest services.
• Provide hands‑on operational support during peak periods and staffing needs across all areas of Guest Services.
• Train and engage associates to consistently deliver exceptional guest experiences.
• Maintain proper scheduling and payroll for the Guest Service department.
• Assist with front desk needs during peak times.

Tools and Equipment:

• Computer and printer, telephone, pen/pencil, photo‑copying machine
• Bell carts, hand truck, golf cart, hotel vehicles
• Interior of hotel in office and lobby conditions.
• Exterior of hotel with exposure to weather conditions.

Qualifications:

• High School Diploma or GED, plus one-year relevant experience or an equivalent combination of training, experience, and/or education. .
• Must be attentive to detail.
• Must be available to work flexible hours to include nights, weekends, and holidays.
• Must have a proven track record of exceeding goals to provide the highest quality experience for our guests.
• Proven ability to engage Associates at all levels.
• Demonstrated ability to work with other departmental leadership.
• Candidate must be able to work in a fast‑paced environment and be able to handle multiple priorities.
• Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem‑solving abilities, with a keen eye for detail.
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co‑workers, both in person and by telephone.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.

Omni Mount Washington Resort, 310 Mount Washington Hotel Rd, Bretton Woods, New Hampshire, United States of America