Guest Services Manager

New Haven, CT, USA|

Job Overview

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Career development opportunities

flexible scheduling

Job Description

Hotel Marcel, Tapestry Collection by Hilton, represents a groundbreaking achievement in sustainable hospitality and architectural preservation. Located in New Haven, CT, this hotel is the first net-zero energy hotel in the United States and has achieved the prestigious LEED Platinum certification alongside Passive House certification. The hotel is a historic rehabilitation and adaptive reuse of the mid-century modern Armstrong Rubber Company Building, originally designed by Marcel Breuer in 1967. This unique blend of sustainable design and mid-century modern architecture offers guests an exceptional boutique experience that combines local cultural elements, modern aesthetics, and personalized service.

Offering 165 thoughtfully designed rooms, a full-service restaurant, and 7,000 square feet of meeting space, Hotel Marcel provides an innovative, environmentally-conscious environment for travelers and business professionals alike. Powered by rooftop solar panels and parking canopy photovoltaic arrays, it generates 100 percent of its electricity needs for lighting, heating, and cooling. This commitment to sustainability defines the hotel, making it a trailblazer in the hospitality industry focused on reducing environmental impact while maintaining superior guest experiences.

The role of Guest Services Manager at Hotel Marcel is pivotal to supporting the hotel’s mission of providing impeccable guest service with an emphasis on efficiency, innovation, and sustainability. As Guest Services Manager, you will assist the General Manager in daily hotel operations ensuring effective management of the property’s front office and guest services teams. This position involves supervising and training staff, implementing departmental standards, managing guest relations, and resolving issues swiftly and professionally. You will be key in maintaining hotel operations within budget and service expectations while promoting a positive work environment and upholding the high standards of the Tapestry Collection brand.

A career with Hotel Marcel offers a unique opportunity to contribute to a revolutionary hospitality experience. Beyond routine management tasks, you will help drive continuous improvement through feedback solicitation, staff career development, and enhanced guest satisfaction. Your leadership will help foster an environment where employees are encouraged to thrive, guests feel valued, and sustainable hospitality practices are prioritized. This position requires flexibility to work varied shifts including days, nights, weekends, and holidays, reflecting the dynamic nature of hotel operations.

Joining Hotel Marcel means becoming part of a team committed to redefining sustainable travel and making a positive impact in the hospitality industry. It is not just a job but a chance to be involved in a landmark project that merges historic architecture with modern, environmentally-responsible design. As the Guest Services Manager, your efforts will directly influence the hotel’s reputation and guest satisfaction, ensuring each visitor experiences the unique allure of this iconic boutique hotel while embracing the values of sustainability and innovation.

Job Requirements

college degree
three years of customer service experience
minimum of one year of management experience
previous experience with property management systems preferred
excellent communication skills both written and verbal
excellent interpersonal and conflict resolution skills
ability to make reasonable and professional decisions
ability to multitask prioritize and delegate tasks
ability to remain flexible to constant change
ability to act with integrity professionalism and confidentiality
willingness to work days nights overnights weekends and holidays meeting hotel demands
ability to lift and/or move 25-50 pounds
ability to stand walk talk and hear regularly
ability to stoop kneel crouch and use hands frequently

Job Qualifications

college degree
three years of customer service experience
minimum of one year of management experience
previous experience with property management systems preferred
excellent communication skills both written and verbal
excellent interpersonal and conflict resolution skills
ability to make reasonable and professional decisions
ability to multitask prioritize and delegate tasks
ability to remain flexible to constant change
ability to act with integrity professionalism and confidentiality

Job Duties

support the General Manager in daily hotel operations assisting with operational and financial management
work closely with the hotels management team and communicate effectively
create implement and maintain Front Office department minimum standards
hire train monitor and manage the front office team resolve guest issues and perform tasks with discretion and authority
ensure staff is courteous efficient and available to provide excellent guest service at all times
solicit feedback for continuous improvement and implement career paths for staff development
conduct Front Desk meetings prepare staffing schedules to meet business needs
maintain the Front Office department budget and payroll guidelines
complete staff evaluations in a timely manner
assist and guide front office staff with daily duties
review and respond to guest feedback and complaints promptly assist with action plans to improve guest satisfaction
offer assistance to guest needs and requests maintaining confidentiality
use proper telephone and reservation etiquette describing the hotel quoting rates and capturing reservations
maintain a positive work environment lead by example conduct yourself in a friendly and attentive manner
adhere to safety policies and maintain a clean safe work environment
perform operational duties in absence of General Manager