Guest Services Manager

Noble House Hotels & Resorts; Key West (FL); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health benefits

401K plan with company match

Employee discounts across Noble House

Paid holidays/vacation/sick leave

Career growth opportunities

Job summary

Noble House Hotels & Resorts is seeking a Front Office Supervisor for The Marquesa Hotel in Key West, FL. You will lead daily front desk operations, ensure exceptional guest experiences, and coordinate with Bell Services, Housekeeping, and Guest Relations to uphold luxury standards.

The ideal candidate has at least two years of supervisory experience in luxury hospitality, strong communication skills, and a commitment to anticipatory service.

Qualifications

• Minimum of two years of supervisory experience within hotel front office operations.
• Experience with Forbes Travel Guide or Leading Hotels of the World standards is preferred.
• Bachelor’s degree in Hospitality Management or related field preferred; equivalent combination considered.

Responsibilities

• Oversee day-to-day front desk operations and guest satisfaction resolutions.
• Train departmental staff and ensure adherence to luxury service standards.
• Monitor payroll, schedules, and attendance for front office team.
• Escalate guest and staff issues to the GM on duty as needed.
• Maintain and access information in property management and POS systems.
• Protect guest confidentiality and manage secure handling of data.
• Coordinate with Bell Services and Housekeeping to ensure seamless service.
• Respond to guest reviews and act to address issues promptly.
• Identify VIP guests and tailor interactions based on preferences and history.
• Support the team with additional duties as required.

Skills

Supervisory experience

Luxury hospitality

Staff coaching

Excellent communication

Hotel operating systems

Education

Bachelor’s in Hospitality Management

Tools

PMS software

Microsoft Office

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

Sounds like you? We look forward to reviewing your application and resume. At The Marquesa Hotel, we look for team members with a high amount of integrity with a positive and flexible mindset. Our properties are not a one-size-fits-all and neither are our people.

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.