Guest Experience & Services Manager

Montage International; Laguna Beach (CA); On-site; USD 72,000 - 82,000; Full time

Job summary

Montage International in Laguna Beach, CA is seeking a Guest Services Manager to support the Director of Guest Services and oversee day-to-day guest reception and services.

You will analyze financial and labor reports, lead staff training, scheduling, payroll, and engagement efforts while ensuring safety and service excellence. This role requires several years in hospitality and luxury hotel operations.

Qualifications

• Minimum of four years’ experience in customer service.
• Two to three years of hotel supervisory experience.
• Bachelor’s Degree Preferred.
• Advanced skills in Word, Excel, PowerPoint, Opera and Outlook; daily use of nearly all programs will occur.
• Preferred luxury hotel experience strongly preferred.
• Knowledge and experience in using Birchstreet, Ontrac and Opera Cloud.

Responsibilities

• Lead by example; support the department operation and provide direct service to guests as needed.
• Oversee the arrival and departure experience, ensuring guests expectations are exceeded at all times.
• Assist in creating and implementing profit and flow-through enhancing strategies and programs.
• Review daily financial and labor reports; providing suggestions for adjusting the operation as needed to achieve annual budget and forecasts.
• Assist in creating, implementing and executing department trainings, recruiting and innovative pre-shifts.
• Assist in managing associate engagement, scheduling, payroll, counseling and quarterly department meetings.
• Support the hotel's life-safety systems and be prepared at all times for emergency situations.

Skills

Customer service

Hotel supervision

Team leadership

Education

Bachelor’s Degree Preferred

Tools

Birchstreet

Ontrac

Opera Cloud

Opera

PowerPoint

Excel

Word

Outlook

Job description

Montage International in Laguna Beach, CA is seeking a Guest Services Manager to support the Director of Guest Services and oversee day-to-day guest reception and services.

You will analyze financial and labor reports, lead staff training, scheduling, payroll, and engagement efforts while ensuring safety and service excellence. This role requires several years in hospitality and luxury hotel operations.