Guest Services Manager

Pyramid Global Hospitality; Hanover (NH); On-site; USD 60,000 - 62,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Guest Services Manager for The Hanover Inn to lead the Front Office team and deliver exceptional guest experiences at a world-class property. You will supervise front desk and related guest services, drive performance, and foster a culture of service excellence among a diverse staff.

Responsibilities include budgeting, labor cost management, mentoring, and ensuring corresponding training materials are utilized.

Qualifications

• 3-5 years of experience leading a Front Office team in a service-focused hotel or resort environment.
• Flexibility to work mornings, nights, weekends and holidays.
• Must be able to drive a shuttle van which requires lifting of luggage.
• College degree preferred.
• Strong desire to make an impact on others.
• Outgoing and engaging personality.
• Strong computer skills and experience with PMS systems.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced setting.

Responsibilities

• Oversee Front Office operations to lead the team in helping guests discover their “Wanderlust” experience.
• Manage annual budget, labor costs, spending accounts and review monthly P&L reports.
• Develop and mentor a Front Desk and Valet/Bell Attendant team.
• Ensure training materials are in place and used; implement coaching and recognition programs.
• Monitor room inventory, rate planning and occupancy forecasting to maximize revenue.
• Lead by example to ensure professional guest interactions.
• Provide exceptional customer service and engage with guests to create meaningful connections.
• Check guests in, note special requests and ensure accurate information.
• Resolve problems and WOW guests through recovery when needed.
• Collaborate with Maintenance and Housekeeping to coordinate daily operations.
• Interact with hotel staff professionally and assist other departments as needed.

Skills

Front Office Leadership

Guest Service Excellence

Team Development

Communication Skills

Flexibility

Computer Skills

Education

Bachelor's degree preferred

Tools

PMS systems

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands‑on approach focused on exceptional service, operational excellence, and long‑term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

About Our Property

The Hanover Inn has a rich legacy of hospitality stretching all the way back to its humble beginning back in 1780 when the Inn first welcomed guests as a Tavern. Notable guests have included Presidents Monroe, Wilson, F.D.R., Eisenhower, Nixon, and Reagan. George Washington did not sleep at the inn but Booker T. Washington did. Entertainers have included Kirk Douglas, Ella Fitzgerald, Joan Baez, Art Linkletter, Mary Tyler Moore, Burt Bacharach, Duke Ellington, Lillian Gish and B.B. King. The list of writers include F. Scott Fitzgerald, J.D. Salinger, Sinclair Lewis, Carl Sandburg, Robert Frost, and Dr. Seuss.

What You Will Have An Opportunity To Do

We are looking for a highly motivated, customer focused leader to join our Front Office team as Guest Services Manager. The successful candidate for this role will have a proven track record of developing a team to provide exceptional service, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally. If you have experience in leading a hotel front office operations, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world‑class property.

Your Role

• You will oversee the Front Office operations to lead the team in helping guests discover their “Wanderlust” experience
• You will be involved in the financial performance of the hotel with responsibilities to include managing the annual budget, maintain labor costs to forecast/budget, manage spending accounts and review monthly Profit & Loss reports.
• You will develop and mentor a team for the Front Desk Agents and Valet/Bell Attendants.
• You will ensure proper training materials are in place and used by each department. Implement coaching, career planning and recognition programs for all associates.
• You will monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy.
• You will lead by example to ensure all guest interactions are handled in a professional manner.
• Provide exceptional customer service by being engaging and taking sincere interest
• Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
• Help to resolve problems and “WOW” guests through recovery when things aren’t quite right
• Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day
• Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information

What are we looking for?

• Someone with 3-5 years experience leading a Front Office team in a service focused hotel or resort environment
• Someone available to work a flexible schedule to include mornings, nights, weekends and holidays
• Must be able to drive shuttle van which requires lifting of luggage
• Someone with a college degree preferred
• Someone with a strong desire to make an impact on other people
• Someone with an outgoing and engaging personality
• Someone with strong Computer skills, and experience with PMS systems
• Someone with excellent verbal and written communication skills
• Someone with the ability to work in a fast-paced setting

Compensation

$60000

$62000

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.