Job Description

Position Summary:

We are seeking a highly motivated, service-oriented

Guest Services Manager

to oversee and elevate the guest experience across

three boutique hotel properties

. This role is ideal for a hospitality professional with a passion for personalized service, team leadership, and multi-property operations. You will be responsible for ensuring each guest receives exceptional service from arrival to departure, while also managing front-of-house operations and aligning guest service strategies across all locations.

About the role

You will be responsible for greeting our guests, managing reservations, coordinating subcontractors and deliveries, and working closely with the team to help communicate and deliver an exceptional guest experience rooted in our values.

You will work collaboratively with the General Manager and Sales Manager to create a remarkable environment for guests that is respectful, personal, safe and at ease, inspired, detailed-oriented, and exceeds expectations.

Team Leadership & Training

Recruit, train, and mentor Guest Services staff across all hotels. Ensure consistency in service standards, grooming, and performance across teams. Conduct regular staff meetings, performance reviews, and coaching sessions. Foster a positive, collaborative team environment focused on exceptional service.

Operations & Administration

From the earliest interface with Sweetwater Group to final check-out, maintain extraordinary guest satisfaction Respond to and interface with prospective guests through designated booking platforms, social media chat channels, and email to book new reservations Monitor and evaluate all guest interactions and offerings to ensure stellar services Initiate improvements and build loyalty over time carefully tending to all issues and experiences Work with the staff team on special events within the context of NOTL bylaws Light daily property maintenance, as needed (sweeping off patios, placement of flowers, ensuring premises are tidy and well kept, etc.) Special event liaison Ensuring proper set-up of rooms in collaboration with cleaning staff Fielding and addressing any guest questions or concerns Bringing any significant questions or concerns to the team Respond to urgent requests or issues that may arise outside of regular working hours

Cross-Property Coordination

Create guest service consistency while maintaining each property's unique identity. Standardize processes where appropriate while allowing flexibility for boutique service nuances. Share best practices and performance metrics between locations.

Qualifications:

3-5 years in a management role of hotel front office or hospitality services experience; multi-property experience strongly preferred. Proven leadership experience in a boutique, luxury, or lifestyle hospitality environment. Excellent communication, interpersonal, and conflict-resolution skills. Strong organizational skills and the ability to manage multiple priorities. Familiarity with PMS (e.g., Opera, Cloudbeds, or similar), CRM tools, and hospitality technology. Availability to work a flexible schedule including nights, weekends, and holidays as needed.

Preferred Attributes:

Passion for boutique hospitality and creating memorable guest experiences. Culturally aware and emotionally intelligent; can connect with a diverse range of guests. Solution-oriented mindset and ability to think on your feet. A hands-on, visible leader who leads by example.
We are proud to offer a dynamic and supportive environment where your passion for hospitality can thrive. If you're a driven, guest-focused professional ready to lead with excellence across multiple boutique properties, we'd love to hear from you.

Complimentary on-site accommodations are available for suitable candidates as part of the employment package.

Join us in creating exceptional guest experiences.

Job Types: Full-time, Permanent

Pay: $24.00-$26.00 per hour

Expected hours: 34 - 44 per week

Work Location: In person

Expected start date: 2025-09-01