Job Description
Join our award-winning luxury hotel in the heart of Boston as a Guest Services Manager. We're seeking an experienced hospitality leader to oversee our front desk operations and ensure exceptional guest experiences at every touchpoint. This is a pivotal role in maintaining our reputation for personalized service and operational excellence.
Our ideal candidate thrives in fast-paced environments and embodies our commitment to creating memorable stays for international travelers, business executives, and leisure guests alike. You'll lead a dynamic team while collaborating with departments like concierge, housekeeping, and F&B to deliver seamless service.
Responsibilities
- Supervise 15+ front desk staff during all shifts, including scheduling and performance management
- Resolve complex guest complaints with empathy and discretion to maintain 98%+ satisfaction rates
- Optimize check-in/check-out processes using OPERA PMS to reduce wait times by 30%
- Train staff on luxury service standards, emergency protocols, and upselling techniques
- Analyze guest feedback data to implement service improvements
- Coordinate VIP arrivals and special requests for high-profile clientele
- Manage room inventory and rate strategy in collaboration with revenue management
Qualifications
- 5+ years in luxury hotel front desk management with 2+ years supervisory experience
- Proven track record of exceeding guest satisfaction metrics (NPS scores above 90)
- Advanced proficiency in OPERA PMS and Microsoft Office Suite
- Certification in Hotel Management or equivalent degree preferred
- Exceptional problem-solving skills with ability to handle high-pressure situations
- Fluency in English; proficiency in Spanish or Mandarin highly valued
- Deep knowledge of Boston attractions and local transportation networks
- Valid Massachusetts Food Handler's and Alcohol Service permits