Guest Services Manager

Hotel Marcel, Tapestry Collection by Hilton, is a pioneering establishment recognized as the first net-zero energy hotel in the United States. This historic rehabilitation project brings new life to the mid-century modern Armstrong Rubber Company Building, also known as the Pirelli Building, originally designed by Marcel Breuer in 1967. Embracing sustainability and innovation, the hotel proudly holds LEED Platinum certification and Passive House certification, showcasing its commitment to environmental responsibility. Its energy needs are met entirely by solar power sourced from rooftop arrays and parking canopy installations, which provide 100 percent of the electricity required for lighting, heating, and cooling.

The 165-room boutique hotel combines modern design with local experiences and personalized service, reflecting the unique style of the Tapestry Collection brand. With a full-service restaurant and 7,000 square feet of adaptable meeting space, Hotel Marcel caters to a diverse range of guests seeking both comfort and conscious travel options. Employees at Hotel Marcel are part of a revolutionary approach to hospitality, where sustainability and guest satisfaction go hand in hand.

The Guest Services Manager role at Hotel Marcel is an exceptional opportunity for hospitality professionals eager to contribute to a groundbreaking hotel environment that values innovation, customer service excellence, and operational efficiency. The position primarily focuses on supporting the General Manager with daily hotel operations, supervision of the front office team, and administrative responsibilities to ensure smooth and efficient functioning. The Guest Services Manager plays a vital role in maintaining the hotel’s high standards, fostering a positive and professional work environment, and delivering memorable guest experiences.

This role demands leadership in managing the front office department, including hiring, training, scheduling, and performance evaluations. The manager is responsible for implementing department standards, managing budgets and payroll within defined limits, resolving guest issues promptly, and driving continuous improvement through feedback and career development initiatives. As a key member of the operations team, this position also represents the hotel in the absence of the General Manager, underscoring the importance and trust placed on this role.

Ideal candidates should have a background in customer service with at least one year of management experience and preferably some knowledge of property management systems. Strong communication, interpersonal, and conflict resolution skills are essential, along with the ability to multitask, remain flexible in a dynamic environment, and act with integrity and confidentiality. The job expects availability for varied shifts, including days, nights, weekends, holidays, and overtime as dictated by hotel demands.

Physically, the role requires regular standing, walking, talking, and hearing, with occasional stooping, kneeling, crouching, and handling of objects and tools. The ability to occasionally lift and move weights ranging from 25 to 50 pounds is required, alongside necessary vision capabilities for focus adjustment.

Joining Hotel Marcel offers more than just a job; it is a gateway to a career in a forward-thinking and environmentally responsible hospitality company. Employees will have the chance to be part of shaping the future of sustainable travel while enjoying a supportive workplace culture that fosters professional growth and excellence in guest service.