Guest Services Manager

Seaport Hotel LLC

Boston (MA)

On-site

USD 65,000 - 90,000

Full time

4 days ago

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Job summary

Seaport Hotel LLC seeks a Guest Services Manager to lead and elevate guest experiences while supporting daily operations. This role balances frontline leadership with administrative duties, ensuring flawless arrivals, departures, and in-house guest needs.

Reporting to the Director of Guest Services, you will coach and develop teams, oversee shifts, and drive service recovery. Strong communication and a passion for hospitality will help you inspire staff across Concierge, Bell/Door, and Operator

Qualifications

Minimum of 1 year of supervisory or lead experience in hospitality.
Bachelor’s degree in Hospitality or related field preferred, or equivalent experience.
Fluency in English (spoken and written) preferred.

Responsibilities

Lead by example and participate in daily operations on the floor.
Supervise daily shift operations for smooth service delivery.
Coach, train, and develop Guest Services team members with ongoing feedback.
Conduct onboarding, skills training, and reinforce service standards.
Complete performance evaluations and coaching in collaboration with leadership.
Foster a positive, team-oriented culture aligned with Seaport Hotel’s Mission and Values.

Skills

Supervisory experience

Customer service

Floor leadership

Coaching & training

Communication

Multitasking

Problem-solving

Education

Bachelor's in Hospitality

High school diploma

Tools

Opera PMS

MS Office

CRM systems

Job description

The Guest Services Manager is a hands-on leader responsible for delivering exceptional guest experiences while actively supporting the daily operation of the Guest Services department. This role balances frontline leadership with administrative responsibilities, ensuring smooth execution of arrivals, departures, and in-house guest needs.

Reporting to the Director of Guest Services, the Guest Services Manager directly supervises Guest Services Representatives, Concierge, Bell/Door, and Operator teams. This position plays a key role in coaching, training, and developing team members to consistently deliver service that exceeds guest expectations.

The Guest Services Manager has a direct impact on guest satisfaction, service recovery, and revenue optimization by ensuring operational consistency, strong communication, and high service standards across all Guest Services functions.

Schedule Requirements

The hotel operates 24 hours a day, 7 days a week, including holidays. While the company strives to support work‑life balance, all exempt team members may be required to work extended shifts, flexible schedules, and additional days based on business needs.

Working more than eight (8) hours per day and/or more than five (5) consecutive days may be required as an essential function of this exempt role
Availability to work mornings, evenings, weekends, and holidays as business demands require
Due to the cyclical nature of hospitality, flexibility is essential
Participation in “all‑hands” events may be required
Travel may be required on occasion and may include overnight stays
Exempt team members are expected to responsibly manage and schedule their time off in coordination with operational needs

Essential Functions

Leadership & Team Development Lead by example and actively participate in daily operations, spending significant time on the floor supporting the team
Supervise 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
Conduct onboarding, skills training, and reinforcement of service standards and procedures
Complete performance evaluations, documentation, and employee coaching in collaboration with department leadership
Foster a positive, team‑oriented culture aligned with Seaport Hotel’s Mission and Values

Guest Experience & Service Recovery

Anticipate guest needs and resolve issues promptly, delivering service beyond expectations
Serve as a primary escalation point for guest concerns and service recovery situations
Monitor and respond to guest feedback, including Medallia survey insights, ensuring timely resolution and follow‑through
Maintain visibility in the lobby and public areas to engage with guests and support service delivery during high‑demand periods
Ensure consistent execution of arrival, departure, and in‑house guest experiences

Operational Oversight

Support and manage daily staffing levels and ensure proper coverage across all Guest Services disciplines
Assist with peak operational periods, including check‑in and check‑out surges
Monitor room readiness and communicate effectively with Housekeeping and other departments to ensure seamless guest flow
Ensure accurate execution of front office procedures and adherence to brand standards
Collaborate with other departments (Housekeeping, Sales, Engineering, and Security) to support hotel‑wide operations

Communication & Coordination

Communicate daily business priorities, occupancy trends, and guest needs to the team
Share relevant updates and operational information with hotel leadership using prescribed communication methods
Review arrivals, VIPs, group activities, and special requests to ensure proactive service delivery
Act as a key contact for the hotel during assigned shifts, including emergency situations

Administrative Responsibilities

Manage shift scheduling in alignment with business demand and labor targets
Process payroll, timekeeping, and maintain accurate employee records
Track performance data, attendance, and training completion
Ensure daily operational documentation and reporting are completed accurately and on time

Training & Standards

Implement and reinforce training programs for HMS and guest service systems
Develop and maintain training tools, including checklists and reference materials
Ensure team members meet required standards through ongoing coaching and accountability
Support continuous improvement of department processes and guest service delivery

Additional Responsibilities

Perform other duties and special projects as assigned by the Director of Guest Services

Promote and uphold hotel policies, procedures, and safety standards

Support a culture of trust, respect, and accountability across the team

Required Job Knowledge and Skills

Strong customer service and hospitality skills with a passion for guest engagement
Demonstrated supervisory or team leadership experience in a guest‑facing environment
Ability to lead, coach, and motivate frontline employees
Strong problem‑solving and decision‑making skills, especially under pressure
Ability to multitask and prioritize in a fast‑paced, high‑volume environment
Excellent verbal communication skills and clear, professional interpersonal presence
Working knowledge of front office systems and hotel operations preferred
Strong organizational skills and attention to detail
Ability to remain calm and effective during peak periods and guest service challenges
Familiarity with all Guest Services functions (Reception, Concierge, Bell/Door, Operator, Night Audit preferred)
Proficiency with computer systems and basic reporting tools
Ability to stand and remain active for extended periods

Supportive Functions

Seek to warmly greet everyone
Engage in active communication
Promote creativity and connections
Openly inquire about guest satisfaction
Respond with passion and commitment
Thank each guest and each other
In addition to the performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the Director of Guest Services based upon the requirements of the hotel.
Maintain regular attendance in compliance with hotel standards.
Adhere to hotel rules and regulations for safe and efficient operations.
Foster a culture of trust and respect.
Live Seaport Hotel’s Core Principles:
Seek to warmly greet everyone
Engage in active communication
Promote creativity and connections
Openly inquire about guest satisfaction
Respond with passion and commitment
Thank each guest and each other

Qualifications

Experience:

Minimum of one (1) year of supervisory or lead experience
At least two (2) 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
Experience with training and team development a plus
Proven ability to manage high‑volume guest operations
Strong problem solving and decision‑making skills

Education:

High school diploma or equivalent required
Bachelor’s degree in Hospitality or related field preferred, or equivalent experience

Language Skills:

Fluency in English (spoken and written) preferred
Ability to read, interpret, and communicate instructions, reports, and correspondence clearly

Physical Requirements:

The physical demands described below are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Lifting & Strength: Ability to lift up to 35 lbs as needed
Mobility: Ability to stand and walk for extended periods throughout the shift
Manual Dexterity: Frequent use of hands and fingers for systems, equipment, and guest interactions
Communication: Ability to communicate clearly in person, by phone, and via digital systems
Vision & Hearing: Ability to observe guest needs, monitor operations, and respond to verbal cues
Work Duration: Ability to work extended shifts, including mornings, evenings, weekends, and holidays
Environment: Fast‑paced, guest‑facing environment requiring constant movement and situational awareness