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Hospitality
Hotel Manager
South New Berlin, NY
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Full-Time, Year-Round Peak Weekend Schedule (May-Nov): Must have uncompromising availability for long event shifts during peak season (May - November), including mandatory 12+ hour operational days on Fridays and Saturdays. Off-Season (Nov-April) - Flexible weekday schedule
Pay Rate:
$30.00 per hour Position Overview Gilbertsville Farmhouse is a premier, luxury wedding and private event resort. We are seeking a warm, highly organized, and aesthetic-obsessed Guest Experience Manager to own the complete guest journey from booking to checkout. In this dual-focus role, you will command the pre-event reservation process and serve as our primary front-of-house host on event weekends. You will lead our Guest Services team, attend to all guest inquiries and concerns, and maintain a relentless "hospitality eye" for property perfection—ensuring pillows are fluffed, outdoor seating is aligned, lighting and music reflect the perfect mood, and every corner of the estate feels stage-ready for our couples and their guests. Key Responsibilities 1.
Oversee guest lodging allocations, rooming lists, and online booking portals for wedding parties and resort guests.
Pre-Arrival Communication:
Serve as the primary point of contact for guests prior to arrival—answering questions, accommodating special requests, managing dietary/accessibility needs, and sending welcoming pre-arrival information.
Check-In Logistics:
Prepare room keys, welcome packets, and check-in schedules to guarantee a smooth, zero-friction arrival experience. 2.
Command the guest check-in and checkout processes on event weekends, greeting VIPs and establishing a warm, luxury atmosphere from the moment guests step onto the property.
Guest Concierge & Issue Resolution:
Act as the primary, empathetic point of contact for all on-site guest concerns or emergency requests, resolving issues swiftly with grace and a high-touch standard of service.
On-Site Coordination:
Work alongside the Event Director to ensure wedding guests, families, and VIPs are informed, guided, and seamlessly transported across the property during event windows. 3. Estate Aesthetics & "The Luxury Eye"
Property Audits:
Conduct continuous walkthroughs of public areas, lounges, fire pits, patios, and lodging corridors throughout the weekend to ensure 5-star presentation.
Detail Perfection:
Maintain an obsession with physical presentation—fluffing pillows, aligning outdoor lounge furniture, adjusting ambient lighting and music levels throughout the day/night, and ensuring fire pits and lawn spaces are prepped and inviting.
Final Room Inspections:
Perform final "guest-eye" spot checks on guest rooms following housekeeping preparation, ensuring amenities are staged perfectly before keys are handed over. 4.
Guest Services Team Leadership Staff Supervision:
Direct, mentor, and lead our Guest Services Attendants and shuttle drivers during weekend operations.
Standards & Accountability:
Ensure the guest services team maintains pristine uniform standards, professional demeanor, and strict adherence to resort safety and service protocols. What Success Looks Like 5-
Star Guest Satisfaction:
Guests and couples consistently rave about the effortless check-in process, warm hospitality, and rapid resolution of any requests.
Pristine Estate Presentation:
Public spaces remain continuously picture-perfect, cozy, and thoughtfully lit/arranged throughout the entire duration of the event weekend.
Flawless Booking Records:
Rooming lists and lodging assignments are 100% accurate, eliminating double-bookings or arrival delays.
Empowered Front-of-House Team:
Guest Services Attendants operate with energy, clear direction, and exceptional professionalism under your leadership. Requirements & Qualifications 2-4+ years of experience in front desk management, boutique hotel operations, luxury concierge services, or high-end resort guest relations.
Refined Hospitality Eye:
An innate passion for detail, aesthetics, ambiance, and high-touch customer service.
Technical Savvy:
Proficiency with Property Management Systems (PMS), reservation software, and general digital administration tools.
Strong Interpersonal Skills:
Exceptional written and verbal communication skills; calm and diplomatic under pressure.
Weekend Availability:
Uncompromising weekend availability (Fridays-Sundays) throughout the peak event season (May-November), offset by a lighter administrative schedule during the winter season.
