Guest Services Manager

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