Assistant Guest Services Manager

Company Description

Sprung from the site of a fallow tree nursery, Wildflower Farms, Auberge Collection is a 140-acre retreat in New York’s Hudson Valley, just 90 minutes from New York City. Anchored by its namesake farm with orchards, heirloom gardens, and animals, the retreat offers immersive seasonal experiences like foraging walks, cooking workshops, and healing sessions. A three-mile walking trail links 65 stand-alone cabins, cottages, and suites with the Movement Studio and Maplehouse, a lofty barn home to a dynamic cooking school.

Job Description

The Assistant Guest Services Manager plays a key leadership role in leading the Guest Services team and ensuring a seamless, elevated guest experience from arrival through departure. This position oversees the daily operations of the Grangers (Valet & Bell) and Farm Hosts, driving consistency, accountability, and execution across all front-of-house touchpoints.

This role is responsible for directing the day-to-day flow of the operation, ensuring strong coordination between teams, and maintaining a high standard of service at all times. Success in this position requires strong leadership presence, sound judgment, and the ability to make real-time decisions in a fast-paced environment.

Core Responsibilities

Leadership & Team Oversight 

• Lead, mentor, and inspire the Granger (Valet & Bell) and Farm Host teams, ensuring alignment with Auberge service standards
• Set clear direction during shifts, ensuring priorities are understood and executed consistently
• Establish expectations for performance, accountability, and daily execution across all front-of-house roles
• Spend the majority of your day on the floor in the operation, ensuring all services are executed accordingly.  
• Train, coach, and support team members to reinforce service excellence
• Monitor staffing levels and service coverage across guest touchpoints, adjusting as needed
• Lead by example in professionalism, guest engagement, and attention to detail 

Guest Experience & Service Excellence

• Ensure seamless and welcoming arrival and departure experiences for all guests by being present on the floor, at the Front Desk or Valet, for the majority of the shift
• Create personalized guest interactions through recognition and engagement
• Oversee execution of guest requests, amenities, and special arrangements in coordination with relevant departments
• Handle escalated guest concerns with professionalism, ensuring thoughtful, personalized resolution and follow-up within the day, ensuring guests feel their feedback is valued and the situation has been resolved

Operational Oversight

• Oversee daily front-of-house operations, ensuring effective coordination between Guest Services and supporting departments
• Maintain a visible presence during the majority of your shift 
• Ensure valet areas and guest-facing spaces are organized, clean, and guest-ready
• Oversee key control and vehicle handling procedures with accuracy and accountability
• Support scheduling, payroll review, and administrative responsibilities
• Make real-time decisions to prioritize operational needs, staffing, and guest experience

Performance and Continuous Improvement

• Drive improvements in guest satisfaction, operational efficiency, and team engagement through heartfelt, personalized service
• Identify operational gaps and implement solutions to improve service consistency and flow
• Uphold all Auberge Collection service standards
• Support departmental goals related to service quality, team development, and financial performance
• Ensure consistent execution of arrival and departure experiences

Communication & Collaboration

• Maintain clear communication with team members, leadership, and cross-functional departments
• Collaborate with Housekeeping, Engineering, Food & Beverage, and Itinerary Design to ensure seamless guest experiences
• Utilize systems such as Opera, Alice, and Canary to support communication and operational alignment

Pay Rate: $62,400/year

Qualifications

• Minimum 1–2 years of leadership experience in Guest Services or Front Office within a luxury hotel or resort
• Strong leadership presence with the ability to motivate, coach, and develop team members
• Experience overseeing front-of-house operations, including valet/bell or similar guest-facing teams
• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Strong problem-solving skills with the ability to make sound decisions under pressure
• Excellent communication and interpersonal skills across all levels of the organization
• Comfortable navi