Guest Experience Manager — Front Desk Leadership

Hyatt; Santa Cruz (CA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Employee discounts

Career growth opportunities

Hyatt perks

Job summary

Hyatt Place Santa Cruz is seeking an experienced Guest Service Manager to lead our front desk team and ensure an outstanding guest experience from arrival to departure. You will supervise daily front office operations, train staff, and collaborate with housekeeping and reservations to optimize guest satisfaction while upholding Hyatt standards and brand guidelines.

This role requires flexible hours including weekends and holidays, and a hospitality degree is preferred.

Qualifications

• Previous experience as Guest Service Manager or similar leadership role in hospitality.
• Strong leadership, communication, and problem-solving skills.
• Proficiency with hotel management software (Opera, PMS or similar).
• Ability to work flexible hours, including weekends and holidays.
• Hospitality Management degree or related field preferred.

Responsibilities

• Supervise front desk associates, concierge staff, and bell services.
• Ensure seamless check-in/check-out processes and handle guest requests efficiently.
• Train and mentor front desk employees to provide exceptional customer service.
• Coordinate with housekeeping, reservations, and other hotel departments to optimize guest experience.
• Monitor room inventory, occupancy levels, and revenue management strategies.
• Handle billing, payments, and financial transactions accurately.
• Maintain compliance with Hyatt policies, brand standards, and safety procedures.
• Resolve guest concerns promptly and professionally.

Skills

Leadership

Customer service

Communication

Problem-solving

Education

Hospitality Management degree

Tools

Opera PMS

Hotel management software

Job description

Hyatt Place Santa Cruz is seeking an experienced Guest Service Manager to lead our front desk team and ensure an outstanding guest experience from arrival to departure. You will supervise daily front office operations, train staff, and collaborate with housekeeping and reservations to optimize guest satisfaction while upholding Hyatt standards and brand guidelines.

This role requires flexible hours including weekends and holidays, and a hospitality degree is preferred.