Guest Services Manager

Company Description

The Inn of the Five Graces is a family-built, artisan-crafted sanctuary where hospitality is practiced as an art and leadership is exercised as stewardship. The Guest Services Manager is a senior member of the Inn's leadership team, holding direct accountability for the guest experience across four interconnected disciplines: Guest Services, Valet, Grounds, and Spa.

As an award-winning Relais & Chateaux property, the Inn holds its team to the highest standards of luxury hospitality. This role translates those standards into daily action — leading a multi-department team, anticipating every guest's needs with precision and warmth, and ensuring that every moment at the Inn reflects its Core Values from the moment a reservation is made all the way through the farewell. 

Job Description

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 Inn's 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 driver's 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 Inn's 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 Inn's 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 Inn's 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 Fe's character as a primary weekend and holiday destination.

Additional Requirements

▪ Valid New Mexico Driver's 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; Bachelor's 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.