Guest Services Manager

Guest Experience & Service Excellence

Serve as a visible gracious presence across all areas of the property greeting arriving guests personally escorting them to accommodations and ensuring every touchpoint reflects the Inns luxury standards.

Anticipate and respond to all guest needs VIP arrivals special requests and in-house arrangements (romance packages spa bookings curated amenities etc.) with promptness and discretion.

Respond to all guest communications email phone and in-person in a timely warm and professional manner.

Manage the fulfillment of all in-house requests and amenity arrangements ensuring promises made at booking are delivered exactly as expected.

Respond to guest concerns and feedback with empathy and urgency; resolve issues in ways that reinforce trust and loyalty.

Guest Services & Front Office Operations

Directly supervise Guest Services Agents Valet Attendants and Night Auditors; maintain consistent staffing scheduling and performance standards.

Ensure the lobby and all guest-facing areas are impeccably maintained clean well-appointed and welcoming at all times.

Oversee daily Front Office operations including arrival and departure coordination daily sheets guest folios payment processing and deposit management.

Represent Guest Services ensuring all teams are briefed on arrivals VIPs special requests and returning guests.

Serve as Manager on Duty (MOD) on a rotating basis assuming broader operational responsibility during assigned shifts.

Support reservations via phone and email; maintain thorough knowledge of credit policies reservation coding and advance deposit requirements.

Valet Operations

Oversee the valet team ensuring vehicles are handled with care professionalism and strict adherence to safety protocols.

Ensure valet arrivals and departures are executed efficiently and without delay creating a seamless first and last impression for every guest.

Maintain valet logs key management procedures and vehicle tracking in alignment with property standards.

Ensure all valet staff hold valid drivers licenses and receive appropriate training and ongoing coaching.

Grounds Oversight

Oversee the Grounds team to ensure all exterior areas gardens pathways courtyards and entry approaches are immaculately maintained and reflect the Inns artisan character.

Coordinate seasonal landscaping routine maintenance schedules and any special setups required for events or VIP arrivals.

Serve as the liaison between Grounds and other departments for property presentation event preparation and infrastructure concerns.

Spa Oversight

Provide supervisory leadership to the Spa team ensuring service standards scheduling and guest interactions meet Relais & Chateaux expectations.

Coordinate spa reservations package fulfillment and in-room spa amenity delivery in alignment with Front Office and Housekeeping operations.

Monitor spa cleanliness ambiance supply levels and overall guest readiness at all times.

Support Spa staff development training consistency and integration with the Inns broader guest experience philosophy.

Cross-Departmental Coordination

Communicate daily with Housekeeping and Facilities to coordinate arrivals departures room readiness and special setups; inspect accommodations to verify all requests have been fulfilled.

Assist with special events and property activations; ensure all departments involved are aligned and prepared.

Cover shifts and support other departments including Food & Beverage as operational needs require.

Team Leadership Training & Compliance

Recruit onboard coach and evaluate team members across all four areas of oversight; cultivate a culture of excellence accountability and genuine hospitality.

Enforce all safety and emergency procedures; ensure teams across Guest Services Valet Grounds and Spa are fully trained and current on emergency protocols.

Ensure compliance with all applicable labor regulations including required break periods FLSA guidelines and proper recordkeeping.

Stay current on brand standards property updates and training requirements; communicate changes clearly and promptly.

Qualifications :

Guest Service & Leadership

Exceptional hospitality instincts with the ability to anticipate needs de-escalate challenges and set the tone for an entire team.

Demonstrated experience leading multi-function or multi-department teams in a luxury hospitality environment.

Polished professional presence consistent with a Relais & Chateaux property.

Bilingual in English and Spanish is a strong plus reflecting the Inns Santa Fe heritage and diverse guest community.

Operational & Technical Skills

Proficiency with Opera PMS and the Microsoft Office Suite; comfortable learning new hospitality technology systems.

Strong organizational and multitasking ability; composed and decisive in a dynamic guest-facing environment.

Excellent written and verbal communication skills across all channels.

Willingness to work flexible hours including weekends holidays and evenings recognizing Santa Fes character as a primary weekend and holiday destination.

Additional Requirements

Valid New Mexico Drivers License required.

Ability to pass a general background and reference check.

Consistent ability to follow and enforce directives protocols and standards across a diverse team.

High school diploma or equivalent required; Bachelors degree in Hospitality Management Business or a related field preferred.

Minimum three to five years of progressive guest services or front office experience in a luxury or boutique hotel setting.

Minimum two years of supervisory or management experience ideally overseeing multiple departments or functions.

Experience with spa valet or grounds operations a significant advantage.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time