Guest Services Manager

Job Description

Job Description

Job Summary :

Seabrook Hospitality is a premier name in the hospitality industry, known for delivering outstanding guest experiences. With a strong commitment to excellence and personalized service, we aim to make every guest’s stay truly memorable. As the Guest Services Manager, you will lead the Guest Services department, ensuring a seamless and elevated experience for all. Acting as the first point of contact for escalated service issues, you will resolve concerns with professionalism and poise. You will also oversee concierge operations, helping to curate exceptional guest experiences through personalized recommendations and services. This leadership role is key to maintaining high standards of hospitality and guest satisfaction.

Job Duties and Responsibilities (Essential Functions) :

Lead and manage the Guest Services team, overseeing daily operations to ensure exceptional guest experiences and consistent service standards.

Train, coach, and support Guest Services staff to maintain high performance, professionalism, and adherence to company standards.

Serve as the first point of escalation for guest service issues, resolving concerns promptly and diplomatically to ensure satisfaction.

Supervise and facilitate the concierge function, ensuring guests receive personalized recommendations, services, and local area expertise.

Manage employee scheduling, ensuring adequate shift coverage, accurate timekeeping, timely approvals, and effective coordination with HR and payroll teams.

Monitor and ensure the accuracy of guest reservations, billing, and check-in / check-out procedures.

Maintain open and effective communication with other departments—such as Housekeeping and Maintenance—to ensure guest needs are met efficiently.

Ensure accurate handling of cash and credit card transactions, adhering to company policies and procedures.

Review and distribute daily reports and shift summaries to relevant departments, promoting clear communication and smooth operations.

Maintain thorough documentation of guest interactions, issues, and resolutions to support service quality and accountability.

Performs other duties as assigned.

Knowledge / Skills / Abilities :

Exceptional communication and interpersonal skills, with a friendly and approachable demeanor.

Strong organizational abilities and attention to detail, with the ability to multitask effectively in a fast-paced environment.

Attention to detail and a commitment to maintaining high standards of cleanliness and maintenance.

Qualifications :

High school diploma or equivalent; college degree or hospitality management experience preferred.

Proven experience in a customer service role, preferably in the hospitality industry.

Proficiency in using computer systems and reservation software.

Flexibility to work varying shifts, including evenings, weekends, and holidays.

Physical Requirements :

Prolonged periods of standing at a desk and working on a computer.

Indoor / outdoor environment subject to changing conditions and temperatures.

Ability to stand for prolonged periods of time and walk moderate distances.

Ability to lift, carry, push, and pull objects weighing up to 25 pounds occasionally.

Hourly Rate : $25-$30

Seabrook Offers

Medical, Dental and Vision Insurance for all full-time team members

401(k)

Basic Life Insurance – 100% Company Paid

Voluntary Life, Critical Illness and Accident Insurance

Paid Time Off :

10 days (80 hours) earned with up to 1 year of service.

15 days (120 hours) earned up on completing 1-4 years of service.

20 days (160 hours) earned upon completing 5-9 years of service.

25 days (200 hours) earned upon completing 10+ years of service.

Employee Assistance Program

Teladoc Virtual Services

Tuition Reimbursement

Discounts and Rental Credits