Guest Services Manager

Front Office ManagerOaks on the River Resort | Darien, Georgia Full-Time | Management PositionPosition SummaryOaks on the River Resort is seeking an experienced, professional, and guest-focused Front Office Manager to lead our Front Office operations.This is a key management position responsible for the overall guest experience from arrival through departure. In addition to managing the Front Desk team, this position oversees the Resort's membership program, gift shop operations, and coordination of spa treatment scheduling, and maintains a working relationship with the Resort's art gallery.The ideal candidate will be a hands-on hospitality professional who enjoys building relationships with guests and members, developing employees, and managing multiple areas of resort operations.Essential Duties & ResponsibilitiesFront Office & Guest ServicesManage the day-to-day operations of the Front Office and Front Desk. Supervise, train, coach, and provide directions to Front Desk employees and supervisors. Prepare and manage employee schedules to ensure appropriate coverage while controlling labor costs and overtime. Ensure professional, welcoming, and consistent guest service always. Monitor arrivals, departures, reservations, room assignments, special requests, VIPs, and group activity. Manage escalated guest concerns and resolve problems promptly and professionally. Ensure proper procedures are followed for reservations, check-in/check-out, guest accounts, payments, cash handling, and credit cards. Assist with hiring, onboarding, training, performance management, and corrective action. Maintain standards for employee professionalism, appearance, attendance, punctuality, and conduct. Coordinate closely with Housekeeping, Sales, Food & Beverage, Maintenance, and other departments to ensure seamless guest experience. Assist at the Front Desk and provide management coverage when operationally necessary. Membership Program & Member RelationsOversee the Resort's membership program and serve as a primary point of contact for members. Develop and maintain strong relationships with existing members. Respond to member questions, requests, concerns, and feedback in a timely and professional manner. Coordinate member benefits, activities, communications, and special offerings with appropriate departments. Maintain accurate membership records and assist with membership enrollment and renewals. Promote membership opportunities to prospective members and support efforts to grow and retain the Resort's membership base. Ensure members consistently receive the level of personalized service associated with the Resort's membership program. Gift Shop OperationsOversee the Resort gift shop and its overall operation. Select and order merchandise as appropriate and maintain adequate inventory levels. Monitor merchandise needs and coordinate timely restocking. Maintain an attractive, organized, and professional retail presentation. Monitor inventory, sales activity, pricing, and product movement. Conduct or coordinate periodic physical inventory counts and address discrepancies. Collaborate with vendors regarding merchandise, ordering, deliveries, and related issues. Spa CoordinationOversee the guest-facing coordination of the Resort's spa services. Work directly with therapists to coordinate availability and schedule guest treatments. Ensure Front Desk employees have accurate information regarding available spa services, scheduling, and procedures. Assist guests with spa inquiries and treatment scheduling. Maintain communication between therapists, Front Desk staff, and hotel management regarding appointments and operational needs. Help ensure the spa experience is coordinated smoothly as part of the overall resort guest experience. Art Gallery CoordinationMaintain a dotted-line working relationship with the Resort's art gallery as it relates to the gift shop and guest experience. Coordinate with the gallery regarding appropriate merchandise, displays, promotions, or other areas that overlap with gift shop operations. Help ensure the presentation and guest experience between the gallery and gift shop complement the overall Resort environment. QualificationsPrevious hotel Front Office, Front Desk, or hospitality management experience strongly preferred. Previous supervisory or management experience required. Luxury, boutique hotels, resort, club, or membership-based hospitality experience is a plus. Strong guest-service and relationship-building skills. Ability to lead, train, motivate, and hold employees accountable. Strong organizational skills with the ability to oversee several operational areas simultaneously. Experience with retail, inventory management, membership programs, or spa operations is helpful but not required. Comfortable working with hotel property-management systems, reservation systems, computers, email, and Microsoft Office. Effective communication and critical thinking skills. Ability to manage guests and member concerns professionally and discreetly. Dependable attendance and punctuality are essential. Schedule RequirementsThis is a hospitality management position requiring scheduling flexibility. The Front Office Manager must be available to work days, evenings, weekends, and holidays as business needs require and may be required to provide coverage during callouts, high occupancy, special events, or other operational needs.What We OfferOaks on the River Resort offers a professional boutique resort environment along with benefits available to eligible full-time employees, including:Medical, dental, and vision insurance Paid Time Off (PTO) Applicable employee hotel and resort benefits About Oaks on the River ResortOaks on the River Resort is a boutique waterfront resort in historic Darien, Georgia. We are committed to providing personalized service and creating memorable experiences for our guests and members.Oaks on the River Resort is an Equal Opportunity Employer.