Guest Services Manager

{
  "content_hash": "36428630e464d7ee5316d3509745c04322f3fdfd50582edf5f7276cc09e1fd3e",
  "source_hash": "c4aa54314aa77d2fd016cf3a5adead72942f794d06b15c71ed7bcb5fd2b3be82",
  "last_changed_at": "2026-05-31T17:37:34.555Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Santa Fe, NM, United States",
    "city": "Santa Fe",
    "region": "NM",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T20:01:07.029Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Santa Fe, NM, United States",
      "city": "Santa Fe",
      "region": "NM",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": "day",
  "workplace_type": null,
  "salary_currency": null
}

{}

{
  "id": "744000124500619",
  "ref": "https://api.smartrecruiters.com/v1/companies/relaischateaux/postings/744000124500619",
  "name": "Guest Services Manager",
  "uuid": "3917be94-d830-4ffc-92f2-77c8fba55358",
  "detail": {
    "id": "744000124500619",
    "name": "Guest Services Manager",
    "uuid": "3917be94-d830-4ffc-92f2-77c8fba55358",
    "jobAd": {
      "sections": {
        "jobDescription": {
          "text": "<p><strong><em>Guest Experience &amp; Service Excellence</em></strong></p><p>▪ 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.</p><p>▪ 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.</p><p>▪ Respond to all guest communications — email, phone, and in-person — in a timely, warm, and professional manner.</p><p>▪ Manage the fulfillment of all in-house requests and amenity arrangements, ensuring promises made at booking are delivered exactly as expected.</p><p>▪ Respond to guest concerns and feedback with empathy and urgency; resolve issues in ways that reinforce trust and loyalty.</p><p>Guest Services &amp; Front Office Operations</p><p>▪ Directly supervise Guest Services Agents, Valet Attendants, and Night Auditors; maintain consistent staffing, scheduling, and performance standards.</p><p>▪ Ensure the lobby and all guest-facing areas are impeccably maintained — clean, well-appointed, and welcoming at all times.</p><p>▪ Oversee daily Front Office operations including arrival and departure coordination, daily sheets, guest folios, payment processing, and deposit management.</p><p>▪ Represent Guest Services ensuring all teams are briefed on arrivals, VIPs, special requests, and returning guests.</p><p>▪ Serve as Manager on Duty (MOD) on a rotating basis, assuming broader operational responsibility during assigned shifts.</p><p>▪ Support reservations via phone and email; maintain thorough knowledge of credit policies, reservation coding, and advance deposit requirements.</p><p><em><strong>Valet Operations</strong></em></p><p>▪ Oversee the valet team, ensuring vehicles are handled with care, professionalism, and strict adherence to safety protocols.</p><p>▪ Ensure valet arrivals and departures are executed efficiently and without delay, creating a seamless first and last impression for every guest.</p><p>▪ Maintain valet logs, key management procedures, and vehicle tracking in alignment with property standards.</p><p>▪ Ensure all valet staff hold valid driver's licenses and receive appropriate training and ongoing coaching.</p><p><em><strong>Grounds Oversight</strong></em></p><p>▪ 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.</p><p>▪ Coordinate seasonal landscaping, routine maintenance schedules, and any special setups required for events or VIP arrivals.</p><p>▪ Serve as the liaison between Grounds and other departments for property presentation, event preparation, and infrastructure concerns.</p><p><em><strong>Spa Oversight</strong></em></p><p>▪ Provide supervisory leadership to the Spa team, ensuring service standards, scheduling, and guest interactions meet Relais &amp; Chateaux expectations.</p><p>▪ Coordinate spa reservations, package fulfillment, and in-room spa amenity delivery in alignment with Front Office and Housekeeping operations.</p><p>▪ Monitor spa cleanliness, ambiance, supply levels, and overall guest readiness at all times.</p><p>▪ Support Spa staff development, training consistency, and integration with the Inn's broader guest experience philosophy.</p><p><em><strong>Cross-Departmental Coordination</strong></em></p><p>▪ Communicate daily with Housekeeping and Facilities to coordinate arrivals, departures, room readiness, and special setups; inspect accommodations to verify all requests have been fulfilled.</p><p>▪ Assist with special events and property activations; ensure all departments involved are aligned and prepared.</p><p>▪ Cover shifts and support other departments — including Food &amp; Beverage — as operational needs require.</p><p>Team Leadership, Training &amp; Compliance</p><p>▪ Recruit, onboard, coach, and evaluate team members across all four areas of oversight; cultivate a culture of excellence, accountability, and genuine hospitality.</p><p>▪ Enforce all safety and emergency procedures; ensure teams across Guest Services, Valet, Grounds, and Spa are fully trained and current on emergency protocols.</p><p>▪ Ensure compliance with all applicable labor regulations, including required break periods, FLSA guidelines, and proper recordkeeping.</p><p>▪ Stay current on brand standards, property updates, and training requirements; communicate changes clearly and promptly.</p>",
          "title": "Job Description"
        },
        "qualifications": {
          "text": "<p><strong><em>Guest Service &amp; Leadership</em></strong></p><p>▪ Exceptional hospitality instincts with the ability to anticipate needs, de-escalate challenges, and set the tone for an entire team.</p><p>▪ Demonstrated experience leading multi-function or multi-department teams in a luxury hospitality environment.</p><p>▪ Polished, professional presence consistent with a Relais &amp; Chateaux property.</p><p>▪ Bilingual in English and Spanish is a strong plus, reflecting the Inn's Santa Fe heritage and diverse guest community.</p><p><strong><em>Operational &amp; Technical Skills</em></strong></p><p>▪ Proficiency with Opera PMS and the Microsoft Office Suite; comfortable learning new hospitality technology systems.</p><p>▪ Strong organizational and multitasking ability; composed and decisive in a dynamic, guest-facing environment.</p><p>▪ Excellent written and verbal communication skills across all channels.</p><p>▪ Willingness to work flexible hours including weekends, holidays, and evenings — recognizing Santa Fe's character as a primary weekend and holiday destination.</p><p><em><strong>Additional Requirements</strong></em></p><p>▪ Valid New Mexico Driver's License required.</p><p>▪ Ability to pass a general background and reference check.</p><p>▪ Consistent ability to follow and enforce directives, protocols, and standards across a diverse team.</p><p>▪ High school diploma or equivalent required; Bachelor's degree in Hospitality Management, Business, or a related field preferred.</p><p>▪ Minimum three to five years of progressive guest services or front office experience in a luxury or boutique hotel setting.</p><p>▪ Minimum two years of supervisory or management experience, ideally overseeing multiple departments or functions.</p><p>▪ Experience with spa, valet, or grounds operations a significant advantage.</p>",
          "title": "Qualifications"
        },
        "companyDescription": {
          "text": "<p>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.</p><p><br>\nAs an award-winning Relais &amp; 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.&#xa0;</p><p>&#xa0;</p>",
          "title": "Company Description"
        },
        "additionalInformation": {
          "text": "<p>All your information will be kept confidential according to EEO guidelines.</p>",
          "title": "Additional Information"
        }
      }
    },
    "jobId": "ce679646-cb08-4e1c-b5e0-8dd9b05ffabe",
    "active": true,
    "company": {
      "name": "Relais & Châteaux",
      "identifier": "RelaisChateaux"
    },
    "creator": {
      "name": "",
      "avatarUrl": ""
    },
    "jobAdId": "d936a27e-fbc8-4047-a2ea-c4c63aa6ff9f",
    "applyUrl": "https://jobs.smartrecruiters.com/RelaisChateaux/744000124500619-guest-services-manager?oga=true",
    "function": {
      "id": "customer_service",
      "label": "Customer Service"
    },
    "industry": {
      "id": "hospitality",
      "label": "Hospitality"
    },
    "language": {
      "code": "en",
      "label": "English",
      "labelNative": "English (US)"
    },
    "location": {
      "city": "Santa Fe",
      "hybrid": false,
      "region": "NM",
      "remote": false,
      "address": "150 East De Vargas Street",
      "country": "us",
      "latitude": "35.6837616",
      "longitude": "-105.9386623",
      "postalCode": "87501",
      "fullLocation": "Santa Fe, NM, United States"
    },
    "refNumber": "REF14591O",
    "department": {
      "id": 2688268,
      "label": "Executive Management & Support Functions."
    },
    "postingUrl": "https://jobs.smartrecruiters.com/RelaisChateaux/744000124500619-guest-services-manager",
    "visibility": "PUBLIC",
    "customField": [
      {
        "fieldId": "COUNTRY",
        "valueId": "us",
        "fieldLabel": "Country/Region",
        "valueLabel": "United States"
      },
      {
        "fieldId": "611ffa83fdb4ab6a3fa58370",
        "valueId": "6d99cf0e-c02b-4d99-8a1e-74d8728f7f1a",
        "fieldLabel": "Type of Contract / Agreement",
        "valueLabel": "Permanent Employment Contract"
      },
      {
        "fieldId": "611fd41fbc01bb71bbfc4a13",
        "valueId": "266c82dc-1849-4451-bb6c-3388cfcff428",
        "fieldLabel": "Sub Category",
        "valueLabel": "Guest Relations Manager"
      },
      {
        "fieldId": "60e338f178bf225846bf7467",
        "valueId": "2688268",
        "fieldLabel": "Department",
        "valueLabel": "Executive Management & Support Functions."
      },
      {
        "fieldId": "60e338f178bf225846bf7466",
        "valueId": "02c1ffac-dcf6-4043-b50c-31168e55b501",
        "fieldLabel": "Brands",
        "valueLabel": "The Inn of the Five Graces"
      }
    ],
    "referralUrl": "https://jobs.smartrecruiters.com/external-referrals/company/RelaisChateaux/publication/3917be94-d830-4ffc-92f2-77c8fba55358?dcr_ci=RelaisChateaux",
    "defaultJobAd": true,
    "releasedDate": "2026-05-04T20:08:24.359Z",
    "experienceLevel": {
      "id": "mid_senior_level",
      "label": "Mid-Senior Level"
    },
    "typeOfEmployment": {
      "id": "permanent",
      "label": "Full-time"
    }
  },
  "company": {
    "name": "Relais & Châteaux",
    "identifier": "RelaisChateaux"
  },
  "jobAdId": "d936a27e-fbc8-4047-a2ea-c4c63aa6ff9f",
  "function": {
    "id": "customer_service",
    "label": "Customer Service"
  },
  "industry": {
    "id": "hospitality",
    "label": "Hospitality"
  },
  "language": {
    "code": "en",
    "label": "English",
    "labelNative": "English (US)"
  },
  "location": {
    "city": "Santa Fe",
    "hybrid": false,
    "region": "NM",
    "remote": false,
    "address": "150 East De Vargas Street",
    "country": "us",
    "latitude": "35.6837616",
    "longitude": "-105.9386623",
    "postalCode": "87501",
    "fullLocation": "Santa Fe, NM, United States"
  },
  "refNumber": "REF14591O",
  "department": {
    "id": "2688268",
    "label": "Executive Management & Support Functions."
  },
  "visibility": "PUBLIC",
  "customField": [
    {
      "fieldId": "COUNTRY",
      "valueId": "us",
      "fieldLabel": "Country/Region",
      "valueLabel": "United States"
    },
    {
      "fieldId": "611ffa83fdb4ab6a3fa58370",
      "valueId": "6d99cf0e-c02b-4d99-8a1e-74d8728f7f1a",
      "fieldLabel": "Type of Contract / Agreement",
      "valueLabel": "Permanent Employment Contract"
    },
    {
      "fieldId": "611fd41fbc01bb71bbfc4a13",
      "valueId": "266c82dc-1849-4451-bb6c-3388cfcff428",
      "fieldLabel": "Sub Category",
      "valueLabel": "Guest Relations Manager"
    },
    {
      "fieldId": "60e338f178bf225846bf7467",
      "valueId": "2688268",
      "fieldLabel": "Department",
      "valueLabel": "Executive Management & Support Functions."
    },
    {
      "fieldId": "60e338f178bf225846bf7466",
      "valueId": "02c1ffac-dcf6-4043-b50c-31168e55b501",
      "fieldLabel": "Brands",
      "valueLabel": "The Inn of the Five Graces"
    }
  ],
  "defaultJobAd": true,
  "releasedDate": "2026-05-04T20:08:24.359Z",
  "detail_errors": [],
  "experienceLevel": {
    "id": "mid_senior_level",
    "label": "Mid-Senior Level"
  },
  "typeOfEmployment": {
    "id": "permanent",
    "label": "Full-time"
  }
}