Guest Service Manager
Beach Breeze Inn / Shore Haven Inn
Falmouth, MA
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JOB DETAILS
JOB TYPE
Full-time
LOCATION
Falmouth, MA
POSTED
30+ days ago
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
- 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
- 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
- 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
- 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
- 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
- A natural host who leads with warmth, authenticity, and care
- Someone who is both operationally strong and emotionally intuitive with guests and team members
- A team player who is equally comfortable jumping in wherever needed
- A proactive problem-solver who sees opportunities to elevate every stay
- Be part of a close-knit team in a thoughtfully curated luxury boutique environment
- Opportunity to grow within a dynamic and guest-focused hospitality brand
- Work in one of Cape Cod's most desirable destinations
About the Company
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