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.