Guest Service Manager

Position Title: Guest Service Manager
Location: Falmouth, Cape Cod
Property Type: 21 Room Luxury Boutique Hotel
Pay Range: $20-$23/hour
Schedule: Flexible, including weekends, holidays, and peak seasonal periods

Season: May 1 - Nov 1, 2026
Position Overview
The Guest Service Manager plays a pivotal role in delivering an exceptional, personalized guest experience while supporting the day-to-day operations of a luxury boutique hotel.

This position bridges front office operations, housekeeping oversight, and guest engagement, ensuring every stay feels seamless, thoughtful, and memorable.

This is a hands-on leadership role ideal for someone who thrives in a dynamic environment, leads with authenticity, and is passionate about hospitality at a highly personalized level.
Key Responsibilities
Guest Experience & Front Office Leadership


* Oversee all front office operations, including check-in/check-out, reservations support, and guest communications


* Ensure each guest interaction reflects the hotel's commitment to warmth, authenticity, and attention to detail


* Anticipate guest needs and resolve concerns with professionalism and care


* Lead by example in creating memorable, personalized guest experiences

Housekeeping Oversight


* Supervise housekeeping operations to maintain the highest standards of cleanliness and presentation


* Coordinate room readiness and ensure alignment between housekeeping and front desk teams


* Conduct inspections and provide feedback to uphold luxury standards

Operations & Team Support


* Assist during peak weekends, high-occupancy periods, and special events to ensure smooth operations


* Act as Manager on Duty and serve as the primary decision-maker in the absence of the General Manager


* Support team training, coaching, and daily communication to maintain a cohesive and motivated staff

Sales & Guest Engagement


* Conduct property tours for prospective guests and partners


* Field group inquiries and assist with small group bookings and coordination


* Identify opportunities to enhance revenue through personalized upselling and guest recommendations

Social Media & Brand Presence


* Support social media engagement by capturing on-property moments and assisting with content creation


* Interact with guests in a way that naturally encourages positive reviews and social sharing


* Help maintain a strong, consistent brand voice aligned with the hotel's identity

Qualifications


* 2+ years of experience in hospitality, preferably in a boutique or luxury setting


* Strong interpersonal and communication skills with a guest-first mindset


* Ability to multitask and remain composed in a fast-paced environment


* Detail-oriented with a passion for creating exceptional guest experiences


* Comfortable taking initiative and making decisions independently


* Flexible availability, including evenings, weekends, and holidays

What We're L...