Job Description
Join Boston's premier luxury waterfront hotel as our Guest Services Manager. Lead our award-winning front desk team in delivering exceptional guest experiences at the heart of the city's vibrant Seaport District. This role combines strategic leadership with hands-on hospitality excellence in a dynamic, high-end environment.
As a key member of our leadership team, you'll drive operational excellence while mentoring staff to exceed guest expectations. The Seaport Grand offers competitive benefits, career development opportunities, and the chance to shape the future of luxury hospitality in Boston.
Responsibilities
- Oversee daily front desk operations including check-in/check-out, VIP guest services, and room management
- Train and mentor 15+ guest service associates on service standards and operational procedures
- Resolve complex guest complaints with discretion and professionalism
- Collaborate with housekeeping, concierge, and F&B teams to ensure seamless guest journeys
- Analyze guest feedback and implement service improvement initiatives
- Manage inventory for front desk supplies and amenities
- Coordinate with sales team for group bookings and VIP arrangements
Qualifications
- 5+ years in luxury hotel front desk management with 2+ years supervisory experience
- Proven expertise in Opera or similar hotel management systems
- Exceptional conflict resolution and customer service skills
- Strong knowledge of Boston tourism landscape and local attractions
- Ability to work flexible shifts including nights, weekends, and holidays
- Valid Massachusetts Food Handler's certification preferred
- Bachelor's degree in Hospitality or related field preferred