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.