Guest Services Manager

Hotel Guest Services Manager

At HRI Hospitality, we offer a unique perspective on hotel ownership and management. We're here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level.

We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your career!

The Guest Services Manager is the heartbeat of The Pelham. Unlike a traditional FOM, this role serves as the primary bridge between all departments, ensuring that the "small team" environment operates as a high-performance machine. You aren't just managing a desk; you are managing the entire guest journey from the curb to the guestroom, while supporting the General Manager in the daily business operations of the hotel.

Key responsibilities include:

• Multidisciplinary Leadership: Direct oversight of Front Office, Housekeeping, and Engineering. You ensure the lobby is welcoming, the rooms are pristine, and the building's historic infrastructure is maintained.
• The "GM on Duty": Act as the primary point of command in the absence of the General Manager. This includes making high-level decisions regarding guest compensation, emergency procedures, and staffing adjustments.
• Operational Excellence: Manage labor costs and department scheduling across the board. Oversee inventory for guest supplies, linens, and cleaning products. Ensure all departments are in compliance with safety and hotel standards.
• Revenue & Guest Strategy: Work closely with the GM to monitor occupancy trends, manage "walk-in" strategies, and aggressively pursue high Guest Satisfaction Scores (GSS).
• Culture & Mentorship: In a small team, you are the lead recruiter, trainer, and motivator. You build a culture where "that's not my job" doesn't exist.

Qualifications and requirements include:

• The "Boutique" Mindset: Minimum 3–5 years of hospitality leadership. Experience in a small/boutique environment is highly preferred.
• Financial Literacy: Ability to understand a P&L statement and manage departmental budgets.
• Agility: Must be willing to pivot from a high-level meeting to assisting housekeeping or checking in a VIP guest during a rush.
• NOLA Knowledge: A deep understanding of the New Orleans market, seasonal demands, and the unique logistics of operating in the CBD/French Quarter vicinity.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.