Guest Services Manager

The ideal candidate is a hospitality leader who thrives in luxury environments, embraces wellness-centered hospitality, and believes that the smallest details often create the most meaningful moments.

Position Overview

The Guest Services Manager oversees the daily operations of guest-facing resort services, ensuring seamless, personalized experiences that exceed expectations. This leader serves as both an operational expert and hospitality ambassador-guiding the Guest Services team, supporting resort operations, and creating memorable experiences for guests seeking relaxation, celebration, and renewal.

This role requires a visible, hands-on leader who is passionate about luxury service, team development, and creating calm, thoughtful experiences in a dynamic resort environment.

Essential Responsibilities

Guest Experience & Luxury Hospitality

• Lead daily Guest Services operations to ensure a seamless, elevated guest experience throughout the resort.
• Create meaningful guest connections through personalized service, anticipation of needs, and genuine hospitality.
• Oversee arrivals, departures, VIP guests, special occasions, wellness itineraries, and customized guest requests.
• Ensure all guest interactions reflect the resort's luxury and wellness-focused service philosophy.
• Actively engage with guests throughout the property to build relationships and create memorable moments.
• Respond to guest concerns and service recovery opportunities with professionalism, empathy, and urgency.

Leadership & Culture

• Inspire, coach, and develop a high-performing Guest Services team committed to excellence.
• Foster a culture of kindness, accountability, collaboration, and intuitive hospitality.
• Lead training efforts focused on luxury service standards, wellness hospitality, and guest engagement.
• Support recruitment, onboarding, scheduling, and performance development of team members.
• Lead by example through professionalism, positivity, and a calm, guest-centered presence.

Resort Operations & Collaboration

• Partner closely with Spa, Food & Beverage, Housekeeping, Recreation, Engineering, and Reservations teams to create seamless guest experiences.
• Monitor guest preferences, special requests, celebrations, and personalized experiences to ensure thoughtful execution.
• Maintain operational excellence through effective communication, organization, and attention to detail.
• Assist with scheduling, payroll, reporting, and departmental operational needs.

Service Recovery & Continuous Improvement

• Resolve guest concerns thoughtfully while preserving the integrity of the guest experience.
• Empower team members to confidently resolve issues and elevate service opportunities.
• Identify trends and opportunities to enhance the guest journey and operational effectiveness.

Qualifications

• 3-5+ years of hospitality leadership experience, preferably within luxury hotels, boutique resorts, wellness destinations, or upscale hospitality environments.
• Previous experience in Guest Services, Front Office, Rooms Division, or Resort Operations leadership preferred.
• Passion for luxury hospitality and creating highly personalized guest experiences.
• Strong leadership, communication, and interpersonal skills.
• Ability to remain composed, solutions-focused, and service-oriented in a fast-paced environment.
• Experience with hospitality systems/PMS platforms preferred.
• Flexible schedule, including evenings, weekends, and holidays, based on business needs.

What Makes You Exceptional in This Role

You are someone who:

• Naturally creates connection and makes others feel welcome
• Leads with empathy, professionalism, and accountability
• Notices the details that elevate ordinary moments into memorable experiences
• Thrives in a luxury, wellness-focused environment
• Brings calm energy, thoughtful problem-solving, and a guest-first mindset
• Understands that true hospitality is personal

What We Believe

• Shared accountability- we succeed and improve together
• Humility & kindness- respect for the craft and each other
• Creative problem solving- every challenge is an opportunity
• Collaboration & community- strong kitchens are built on strong teams
• Relentless improvement- good is never good enough

Benefits & Perks

• Health, Dental, Vision, and 401(k)
• Employee discounts and recognition programs
• Scenic, high-end work environment
• Wellness programs and complimentary classes
• Growth and advancement opportunities
• Strong, team-driven culture

Equal Opportunity Employer

Lake Austin Spa Resort is an Equal Opportunity Employer (EOE/M/F/D/V) and eVerify employer