Guest Services Manager

New Haven, CT, USA|

Job Overview

Compensation

Hourly

Range $18.00 - $26.00

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Career development opportunities

supportive work environment

Job Description

Hotel Marcel, part of the Tapestry Collection by Hilton, is a revolutionary hospitality establishment located in the United States. This unique hotel is recognized as the first net-zero energy hotel in the country, combining sustainable design with a rich historical background. The hotel is housed in the mid-century modern Armstrong Rubber Company Building, also known as the Pirelli Building, which was originally designed by the renowned architect Marcel Breuer in 1967. Hotel Marcel boasts a LEED Platinum certification and incorporates advanced sustainable technologies such as rooftop solar panels and parking canopy arrays that supply 100 percent of the electricity for lighting, heating, and cooling. It is also the first Passive House certified hotel in the U.S., showcasing an innovative approach to energy efficiency and environmental responsibility. With 165 guest rooms, a full-service restaurant, and 7,000 square feet of meeting space, the hotel offers guests a boutique experience that blends local culture, modern design, and personalized service. Its affiliation with the Tapestry Collection by Hilton further enhances its unique identity, combining the charm and exclusivity of a boutique hotel with the standards and support of a globally recognized hospitality brand.

The position of Guest Services Manager at Hotel Marcel is a vital role responsible for the smooth and efficient operation of the hotel's front office and overall guest services department. The Guest Services Manager acts as a key leader supporting the General Manager to oversee daily hotel operations, offering exceptional guest experiences through attentive, courteous, and professional service. This role requires managing a dedicated team of front office staff by hiring, training, scheduling, and supervising employees to maintain excellent service standards. The Guest Services Manager is also tasked with resolving guest issues promptly and diplomatically, implementing department standards to enhance operational efficiency, and continuously seeking guest feedback for ongoing service improvements. This position demands strong leadership, communication, and organizational skills, as well as the ability to work collaboratively with other hotel departments. The successful candidate will be empowered to perform a wide range of responsibilities, including managing budgets, conducting staff evaluations, and stepping in for the General Manager when necessary. Overall, this opportunity at Hotel Marcel offers an inspiring and impactful career path within a forward-thinking, sustainable hospitality brand where innovation and guest satisfaction are paramount.

Job Requirements

College degree
three years of customer service experience
minimum of one year of management experience
prior experience with property management systems preferred
excellent written and verbal communication skills
strong interpersonal and conflict resolution skills
ability to make professional decisions
multitasking and prioritization abilities
flexibility to adapt to constant change
act with integrity and confidentiality
willingness to work days, nights, overnights, weekends, holidays, and dates demanding in a hotel environment

Job Qualifications

College degree
minimum of 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 by prioritizing tasks and delegating them when appropriate
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 and assisting with the operational and financial management
work closely with the hotel's management team and communicate effectively
create, implement and maintain Front Office department minimum standards
hire, train, monitor and manage the front office team, resolve any guest issues and perform tasks that require discretion and authority
ensure staff is prepared to be courteous, efficient and available to provide excellence to guests and visitors at all times
solicit feedback for continuous improvement and implement career paths to develop managers, supervisors and line level staff
conduct Front Desk meetings, prepare work schedules to ensure staffing levels and department operations support business needs
maintain the Front Office department within set budget and payroll guidelines
ensure staff evaluations are completed in a professional and timely manner
assist and guide the front office staff through their daily duties and responsibilities as needed
review and respond to guest survey feedback and complaints in a timely and efficient manner, assist operations managers with implementing action steps to increase guest survey scores and minimize recurring guest related issues
offer assistance to the individual needs and requests of all guests
maintain guest confidentiality at all times
use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations
maintain a positive work environment, lead by example and conduct yourself in a friendly and attentive manner
adhere to all safety policies and procedures and maintain a clean and safe working environment at all times
perform all operational property duties in the absence of the General Manager