Guest Services Leader - Elevate Hotel Experience

Seaport Hotel LLC; Boston (MA); On-site; USD 60,000 - 78,000; Full time

Job summary

Seaport Hotel LLC seeks a hands-on Guest Services Manager to lead frontline operations and support the daily Guest Services department. The role oversees Front Desk, Concierge, Bell/Door, and Operator teams, coaching staff to deliver exceptional service and drive guest satisfaction.

Reporting to the Director of Guest Services, this position balances on-floor leadership with administrative duties, including scheduling, payroll, and performance reviews, while aligning with brand standards and

Qualifications

• Minimum of one year of supervisory or lead experience.
• At least two years of hotel or front office experience preferred.
• Strong computer skills and communication systems experience preferred.
• Full understanding of all Guest Services disciplines (Reception, Communication Center, Bell/Door, Night Audit, and Concierge).
• Previous training delivery experience a plus.
• Proven ability to manage high-volume guest operations.

Responsibilities

• Lead daily shift operations, ensuring smooth execution and consistent service delivery.
• Coach, train, and develop Guest Services team members through ongoing feedback and hands-on guidance.
• Complete onboarding, skills training, and reinforcement of service standards and procedures.
• Manage payroll, timekeeping, and maintain accurate employee records.
• Track performance data, attendance, and training completion.
• Collaborate with Housekeeping, Sales, Engineering and Security to support hotel-wide operations.

Skills

Customer service

Supervisory experience

Front desk operations

Multitasking

Communication

Problem solving

Hospitality knowledge

Team coaching

Education

High school diploma or equivalent

Bachelor’s degree in Hospitality or related field

Tools

Front office systems

Reporting tools

Job description

Seaport Hotel LLC seeks a hands-on Guest Services Manager to lead frontline operations and support the daily Guest Services department. The role oversees Front Desk, Concierge, Bell/Door, and Operator teams, coaching staff to deliver exceptional service and drive guest satisfaction.

Reporting to the Director of Guest Services, this position balances on-floor leadership with administrative duties, including scheduling, payroll, and performance reviews, while aligning with brand standards and