Guest Services Manager

Key West, FL (onsite) opportunity supporting front-of-house operations and guest satisfaction at Marquesa Hotel, a Noble House Hotel.

Responsibilities

• Oversee daily Front Desk operations with a focus on guest satisfaction and timely issue resolution.
• Identify departmental training needs and deliver training for front office coverage.
• Supervise daily front office staff performance; follow up on corrections as needed.
• Escalate guest and staff issues to the General Manager on duty for support.
• Enter, access, and maintain information in property management computers and point of sales systems.
• Maintain confidentiality of guest, associate, and relevant operational information.
• Step in as needed to perform any member-of-department duties.
• Prepare weekly schedules and/or payroll processes.
• Respond to guest reviews and take appropriate action to resolve issues.
• Track employee names mentioned in guest reviews for the employee recognition program as directed by management.
• Ensure adequate front office supplies; order office supplies as needed.
• Gather customer and employee feedback to evaluate quality of the resort experience.
• Maintain schedule flexibility, including availability for evenings, weekends, and holidays based on business needs.
• Oversee the design, execution, and ongoing improvement of the property guest amenity program, aligned with luxury brand standards and guest expectations.
• Practice anticipatory service by identifying repeat and VIP guests in advance and tailoring interactions to preferences and history.
• Additional duties as assigned.

Requirements

• Consistently uphold high standards of professional presence, communication, and attention to detail.
• Strong knowledge of inventory management, purchasing, ordering, and cost-control practices.
• Demonstrated ability to lead, coach, develop, and motivate a high-performing team.
• Minimum 2 years of supervisory experience in hotel or resort Front Office operations, preferably luxury hospitality.
• Experience with Forbes Travel Guide standards, Leading Hotels of the World (LHW) standards, or comparable luxury service standards preferred.
• Bachelor’s degree in Hospitality Management or a related field preferred; equivalent education plus relevant hospitality experience considered.
• Ability to work a flexible schedule based on business needs, including nights, weekends, and holidays.
• Strong interpersonal, verbal, and written communication skills.
• Strong computer skills, including the ability to learn and use hotel operating systems and technology.
• Strong organizational and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
• Commitment to exceptional guest experiences while maintaining operational standards and consistency.

Benefits

• Health Benefits Package: Medical/Dental/Vision, plus Employee Assistance Program.
• Supplemental benefits to select such as Short-Term disability, Life Insurance, AD&D, and Pet Insurance.
• 401K plan with matching.
• On demand pay: receive pay before payday.
• Paid time off: Paid Holidays, Personal, Vacation, Sick time.
• Team Member/Family/Friend home and restaurant discounts within Noble House Hotels & Resorts (nationwide).
• Career growth opportunities and Recognition Programs.
• Nationwide team member discount program for theme parks (including Disney, Six Flags, Universal Studios, and more!), plus discounted MLB, NHL, NFL, concert tickets, and more.
• Certain benefits apply only to full-time employment status; introductory eligibility period applies.

Physical Demands

• Ability to stand for extended periods of time.
• Ability to squat and bend.
• Ability to work long hours as needed.
• Ability to lift 50 pounds.

NOTICE REGARDING THE USE OF ARTIFICIAL INTELLIGENCE IN APPLICATION REVIEW

As part of our commitment to a fair, efficient, and consistent hiring process, we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted. AI may identify patterns, highlight relevant skills and experience, and assist in comparing a candidate’s qualifications with the requirements of a specific role. These tools improve efficiency and consistency while supporting more informed hiring decisions made by the hiring team.