Guest Services Manager

Seeking a resort experience that brings adventure to your stay? High Peaks Resort is the Lake Placid resort you've been waiting for: family-friendly, a great value, right in the thick of everything you come to the Adirondacks to enjoy - the lake, the mountains, the vibrancy of downtown. And we're close enough to nearby attractions such as the Olympic Center or The Wild Center in Tupper Lake that once you're here, you can easily enjoy the best of the Lake Placid region.

SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best-in-class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career.

We offer a comprehensive full-time benefits package consisting of EARLY PAY OR EARNED WAGE ACCESS get paid before payday, medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more.

The Guest Service Manager oversees and manages all Front Office, Bell Services, and Gift Shop operations to ensure exceptional guest service, team engagement, and efficient, profitable operations. This role works closely with the Director of Rooms and other department heads to create a welcoming and seamless guest experience from arrival to departure. The Guest Service Manager is a hands-on leader, responsible for training, mentoring, and developing staff, while also maintaining high operational standards, optimizing revenue opportunities, and supporting hotel-wide initiatives.

Essential Job Functions:

• Oversee and inspire the front office team by providing hands-on guidance in staffing, training, coaching, scheduling, and performance oversight. Ensure team members consistently meet service expectations and operational goals, fostering a welcoming and efficient environment that delivers exceptional guest experiences.
• Be the hands on trainer for in class training for service recovery, conflict resolution, handling high stress interactions.
• Address guest complaints and service recovery situations, applying sound judgment to find effective solutions and maintain guest loyalty.
• Oversee day-to-day operations of the front office, bell desk, and gift shop to ensure smooth guest flow, accuracy in reservations and billing, and efficient check-in/check-out procedures.
• Serve as a visible presence in the lobby to welcome guests, resolve issues promptly, and ensure a warm, seamless experience.
• Conduct regular coaching, performance evaluations, and disciplinary actions as needed.
• Monitor expenses, control inventory, and ensure gift shop profitability.
• Coordinate closely with Housekeeping, Engineering, Reservations, and other departments to ensure guest needs are met promptly.
• Participate in departmental and hotel-wide meetings, contributing insights to improve operations and guest satisfaction.

Salary Range: $60,405.80-65,000 annually

Physical Demands:

• Constant standing and walking throughout shift, could be 8 + hours on your feet
• Occasional lifting and carrying up to 40 lbs
• The use of typing and looking at computer screens

Qualifications:

Education:

• College degree preferred, 3-5 years of guest facing hospitality experience accepted.

Experience:

• 3+years' combined experience in guest services and supervisory experience in hotels or related professional area preferred
• Basic mathematical skills to operate and prepare calculations for financial reporting
• Effective analytical skills to evaluate reservations and make informed decisions on room availability or guest resolutions with sound judgment
• Full understanding and comfort working on a computer with MS Suite-Outlook, Word, Excel
• Previous experience with hotel PMS systems a plus. Examples: OPERA, OnQ

Spire Hospitality, LLC is an Equal Opportunity Employer, including disability and veterans