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The Chanler

<div>POSITION OVERVIEW
The Guest Services Manager plays a central leadership role in shaping the guest experience at The Chanler at Cliff Walk. This position oversees daily front-of-house operations and ensures that every stage of the guest journey&mdash;from arrival through departure&mdash;is delivered with precision, professionalism, and thoughtful attention to detail. Working as part of the Guest Services leadership team, the Guest Services Manager serves as Manager on Duty, maintains operational oversight of guest-facing service functions, and ensures seamless coordination across departments. The role requires strong situational awareness, sound judgment, and a visible leadership presence throughout the property.
CORE RESPONSIBILITIES<ul><li>
Serve scheduled Manager-on-Duty shifts with visible leadership presence</li><li>
Maintain flexibility in scheduling to support business demands, including early morning, evening, and closing shifts.</li><li>
Anticipate operational pressure points and ensure appropriate staffing and managerial coverage.</li><li>
Step into operational roles when necessary to maintain service continuity and protect the guest experience.</li><li>
Maintain consistent visibility within guest areas to anticipate needs and resolve concerns proactively.</li><li>
Take ownership of guest issue resolution from first contact through follow-up.</li><li>
Uphold the personalized service standards expected of a Forbes-level luxury property.</li><li>
Ensure arrival, in-stay, and departure experiences are seamless and thoughtfully executed.</li><li>
Support hiring, onboarding, and development of Guest Services team members.</li><li>
Maintain accountability for staff presentation, preparedness, and service performance.</li><li>
Provide coaching and performance feedback to reinforce service standards and operational excellence.</li><li>
Document employee development and progressive discipline when necessary.</li><li>
 Ensure strong communication and coordination across Front Desk, Housekeeping, and Engineering</li><li>
Monitor daily operations to ensure service consistency across all guest-facing areas.</li><li>
 Continuously refine procedures and service standards to improve operational efficiency and guest satisfaction.</li><li>
Maintain proficiency in the Property Management System and related operational platforms.</li><li>
Support night audit training, standards, and operational accountability.</li><li>
Monitor labor levels and departmental expenses in alignment with budget expectations.</li><li>
Participate in annual budget planning and ongoing operational oversight.</li><li>
Oversee guest arrival experience, valet operations, bell services, and other guest support functions.</li><li>
 Maintain a calm, organized, and welcoming entrance environment during all periods of operation.</li><li>
 Ensure guest requests, amenities, and deliveries are executed promptly and accurately.</li><li>
Coordinate transportation services and house car operations to ensure safe and professional guest service.</li><li>
When Engineering is off property, the Guest Services team provides first-response support for essential in-room systems.</li><li>
Team members are trained to assist with basic troubleshooting of guest-facing systems.</li><li>
Clear escalation procedures are in place when engineering assistance is required.</li><li>
Recurring operational issues are communicated to engineering leadership.</li></ul></div>

Guest Services Manager

<div>POSITION
Join our team as a guest services representative and become the ultimate journey curator for the guest experience. The ideal candidate will provide superior guest service by following all of The Chanler's service standards. Display enthusiasm and poise when dealing with guests and accommodating their every need. Making, modifying, and canceling room reservations, delivering professional and warm pre-arrival/reservations, arrival and departure experiences for all of our guests, as well as extending the same level of service throughout the guest stay.
THE CHANLER AT CLIFF WALK
As a prestigious Two Michelin Key and double Forbes Five-Star property, The Chanler is renowned for its impeccable service, chic European dining, and warm, welcoming hospitality. We pride ourselves on creating a refined yet approachable atmosphere where guests can enjoy a unique blend of history, luxury, and authenticity. Join our team and be part of a legacy that continues to attract admirers from around the world.
PRIMARY RESPONSIBILITIES
Including but not limited to:<ul><li>
Providing an exceptional guest experience to ensure guests' memorable stays through anticipatory service while delivering all Forbes, brand standards and departmental procedures</li><li>
Ensure the highest level of genuine service</li><li>
Ensure departmental procedures are completed</li><li>
Operate front desk hotel software to make room reservations and process payments</li><li>
Check in and check out guests in an efficient and timely manner</li><li>
Resolve guest challenges and report them accordingly</li><li>
Must have flexible hours/shift availability, including weekends and evenings</li><li>
Support other departments when necessary</li><li>
Have a rounded knowledge of the Newport community to act as a guest concierge service</li><li>
Telephone operations, including answering calls, accessing voicemail, taking and canceling reservations, and making restaurant reservations for hotel guests</li><li>
*full list of responsibilities upon request*</li></ul>
REQUIREMENTS<ul><li>
High School Degree</li><li>
A college degree is preferred</li><li>
2+ years of hotel experience</li><li>
Ability to clearly and pleasantly communicate both verbally and in writing in English with guests,</li><li>
management, and co-workers, both in person and by telephone</li><li>
Strong computer skills</li><li>
Excellent time management and organizational skills.</li><li>
Must be available to work days, nights, weekends, and holidays</li><li>
Ability to stand, lift and/or move up to 50 pounds</li></ul>
WHAT WE OFFER
Competitive Wages, 401K, Paid Vacations, Staff Housing **, Medical, Vision, Dental, and Life, Seasonal
Staff Meal, Free Parking and Uniforms, Opportunities for Career Advancement, Referral Bonus</div>

Guest Service Agent

Join The Chanler and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

The Chanler

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Guest Services Manager

Guest Service Agent