Guest Experience Leader — Front Office Manager

Crescent Hotels & Resorts; San Francisco (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

The Marker San Francisco, operated by Crescent Hotels & Resorts, is seeking a Manager, Guest Experience to lead concierge, valet, door, and bell desk functions at The Marker Union Square. You will shape guest service standards, drive training programs, and align operations with brand expectations across departments.

Located in downtown San Francisco, this role emphasizes service excellence, staff development, and data-driven improvements to enhance guest satisfaction and loyalty.

Qualifications

• Previous hotel leadership experience in Front Office or equivalent role.
• Strong knowledge of hotel systems, operations, and guest service best practices.
• Proven ability to lead, coach, and develop a team in a fast-paced hospitality environment.
• Excellent communication, problem-solving, and decision-making skills.
• Financial acumen with experience in labor forecasting, scheduling, and budget management.

Responsibilities

• Oversee guest experience, concierge, valet, door, and bell desk operations to ensure smooth front-of-house functions.
• Develop, implement, and enforce departmental policies and procedures to optimize workflow and communication.
• Collaborate with department heads to train staff on hotel policies and service standards.
• Lead recruitment, onboarding, and ongoing training of team members on property operations and security procedures.
• Manage web-based platforms and guest engagement systems, ensuring staff are proficient with tools like PMS/CRS and Revinate/Micrometrics.
• Monitor guest satisfaction data and online reputation metrics to identify opportunities for improvement.
• Oversee budget management, labor forecasting, scheduling, and cost control to meet financial targets.
• Provide performance feedback and coaching to staff; lead development initiatives to build a service-focused culture.

Skills

Guest experience leadership

Front Office operations

Hotel systems knowledge

Staff training and development

Budgeting & forecasting

Job description

The Marker San Francisco, operated by Crescent Hotels & Resorts, is seeking a Manager, Guest Experience to lead concierge, valet, door, and bell desk functions at The Marker Union Square. You will shape guest service standards, drive training programs, and align operations with brand expectations across departments.

Located in downtown San Francisco, this role emphasizes service excellence, staff development, and data-driven improvements to enhance guest satisfaction and loyalty.