Guest Services Manager

Marquesa Hotel, a Noble House Hotel; Key West (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401K

Paid holidays/vacation/sick time

Employee discounts

Career growth

Discounts on experiences

Job summary

Marquesa Hotel, a Noble House Hotel, seeks an experienced Front Office Supervisor to lead daily hotel operations at our resort-style property in Key West. You will oversee Front Desk, Bell Services, Housekeeping and Guest Relations to deliver anticipatory service and resolve guest issues with discretion and professionalism.

The role emphasizes staff training, schedule management, and maintaining luxury brand standards while addressing VIP guests and special requests.

Qualifications

• Bachelor’s degree in Hospitality Management or related field preferred; equivalent combination of education and relevant hospitality experience will be considered.
• Minimum of two years of supervisory experience within hotel or resort Front Office operations, preferably in a luxury hospitality environment.
• Experience with Forbes Travel Guide standards, Leading Hotels of the World (LHW) standards, or comparable luxury hospitality service standards preferred.
• Ability to work a flexible schedule based on business needs, including nights, weekends, and holidays.

Responsibilities

• Day-to-day focus on front desk operations and guest satisfaction resolution.
• Identify training needs and provide coaching to staff.
• Supervise front office staff and enforce performance standards.
• Escalate guest and staff issues to the General Manager on duty.
• Input and access information in property management and POS systems.
• Maintain confidentiality of guests and associate information.
• Prepare weekly schedules and payroll processes.
• Respond to guest reviews and resolve issues promptly.
• Track guest feedback for recognition programs.
• Manage front office supplies and inventory.
• Engage with guests to gather feedback on the experience.
• Demonstrate flexibility to work evenings, weekends and holidays.

Skills

Leadership

Guest services

Inventory management

Supervisory experience

Hospitality knowledge

Communication

Computer skills

Education

Bachelor’s degree in Hospitality Management

Experience-equivalent combination

Tools

Hotel POS systems

Property Management System (PMS)

Job description

Description

OUR CULTURE Individual Distinction, Collective Soul

The Noble House Hotels & Resorts philosophy emphasizes "location, distinction, and soul." Our properties are not a "one-size-fits-all." And neither are our team members. We are a group of individuals that share a passion for hospitality. We let our personalities shine, and we like to have fun.

A day in the life...

In this role, you will be responsible for delivering an exceptional, personalized guest experience that reflects the highest standards of service at the award-winning Marquesa Hotel. This role is a support role for front-of-house operations including Front Desk, Bell Services, Housekeeping and Guest Relations, ensuring seamless service, anticipatory guest care, and operational excellence.

Job Responsibilities

• Day to Day function in this role focusses on daily operations of Front Desk and guest satisfaction/resolution of guest issues.
• Ascertain departmental training needs and provide such training.
• Supervises the daily performance of front office staff and follows up with corrections when needed.
• Escalates guest and staff issues to General Manager on duty for assistance.
• Input and access information in the property management computers/point of sales system.
• Maintain confidentiality of guests and associate information and pertinent data.
• Act as any member of the department at any time, if needed.
• Prepare weekly schedule and/or payroll processes.
• Responds to guest reviews and acts appropriately to resolve guest issues.
• Tracks employee names in guest reviews for employee recognition program, as instructed by management.
• Ensure the front office team has adequate supplies and orders office supplies, as needed.
• Interacts with customers and employees to obtain feedback on quality of experience at the resort.
• Requires a high degree of schedule flexibility, including availability to work evenings, weekends, and holidays based on business needs.
• Oversee the design, execution, and continuous enhancement of the property's guest amenity program, ensuring alignment with luxury brand standards and guest expectations.
• Demonstrate a commitment to anticipatory service by identifying repeat and VIP guests in advance of arrival and tailoring each interaction to reflect their individual preferences and history.
• Additional duties as assigned

Requirements

Knowledge, Skills and Abilities

• Ability to consistently uphold the highest standards of professional presence, communication, and attention to detail, ensuring every guest interaction reflects a polished, luxury service environment.
• Strong knowledge of inventory management, purchasing, ordering, and cost-control practices.
• Demonstrated ability to lead, coach, develop, and motivate a high-performing team.
• Minimum of two years of supervisory experience within hotel or resort Front Office operations, preferably in a luxury hospitality environment.
• Experience with Forbes Travel Guide standards, Leading Hotels of the World (LHW) standards, or comparable luxury hospitality service standards preferred.
• Bachelor’s degree in Hospitality Management or a related field preferred; equivalent combination of education and relevant hospitality experience will be considered.
• Ability to work a flexible schedule based on business needs, including nights, weekends, and holidays.
• Strong interpersonal, verbal, and written communication skills.
• Strong computer skills with the ability to learn and effectively utilize hotel operating systems and technology.
• Strong organizational and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
• Commitment to delivering exceptional guest experiences while maintaining operational standards and consistency.

Physical Demands

• Ability to stand for extended periods of time
• Ability to squat and bend
• Ability to work long hours as needed
• Ability to lift 50 pounds

We’ve got you covered…

• Health Benefits Package-Medical/Dental/Vision/Employee Assistance Program offering support when you need it most
• Supplemental benefits to select such as Short-Term disability, Life Insurance, AD&D and Pet Insurance
• 401K plan with matching
• On demand pay- your pay before payday
• Paid Holidays/Personal/Vacation/Sick time
• Team Member/Family/Friend home and restaurant discounts within Noble House Hotels & Resorts (nationwide)
• Career growth opportunities and Recognition Programs
• Nationwide team member discount program for theme parks (including Disney, Six Flags, Universal Studios, and more!) discounted MLB, NHL, NFL, concert tickets, and much more.
• Certain benefits apply only to full-time employment status and introductory eligibility period applies

At The Marquesa Hotel, we take pride in supporting our initiatives towards Diversity, Equity, Inclusion and Accessibility. We have established a hotel committee to bring together a variety of thoughts, perspectives, and expressions - and we would love for you to share yours with the team!

Noble House Hotels & Resorts are proud to encourage and support an environment where everyone can be a successful team member (come as they are) as their true authentic self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team (rooted in family) and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.