Guest Service Manager

What's in it for you…

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• 401(k) enrollment after 30 days!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About this job...

Our Guest Service Manager is often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience.  Serving as a brand liaison, Guest Service Manager are engaging, attentive, service-oriented, and take a creative approach to problem solving.  The primary responsibility of a Guest Service Manager is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.

What you'll be doing...

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Oversee housekeeping and ensure rooms and common areas are guest ready.
• Act as a concierge by assisting with restaurant bookings, activities, and guest communication via email or phone.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges.  When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations
• Use hotel communication system and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.

Requirements...

Experience & Education: 

• 2+ years of customer service experience, preferably in Hospitality or related industry

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace

Physical:

• 8+ hours per day at sitting or standing desk/computer; stand and walk frequently throughout the workday
• Lift, lower, and maneuver up to 30 pounds occasionally

About The Weston Hotel 

The Weston is an award-winning boutique hotel offering an intimate and luxurious experience. With just nine beautifully appointed rooms, an on-site French restaurant, and a petit spa, we provide personalized hospitality in the heart of New England. Recently named the #1 hotel in New England and among the top 20 hotels worldwide by Condé Nast Traveler in 2024, we are proud to set a new standard in excellence. Open for just one year, we are expanding with a new bakery opening soon, enhancing our commitment to culinary and guest experiences.