Guest Service Manager

Delta Hotels by Marriott Santa Clara Silicon Valley; Santa Clara (CA); On-site; USD 87,000 - 91,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company match

Discounted travel benefits

Complimentary meals

Paid time off

Job summary

Delta Hotels by Marriott Santa Clara Silicon Valley is seeking a Guest Service Manager to lead the Front Office, Guest Services, Reservations, and related operations, ensuring exceptional guest experiences and adherence to brand standards. The role reports to the Hotel Manager and General Manager.

The position requires Front Office leadership experience, strong communication, and the ability to coach and develop staff while maintaining high guest satisfaction.

Qualifications

• Front Office leadership experience is required.
• Minimum 3 years of guest services management in a hotel or related environment; or a 2-year degree with 4+ years of management experience.
• Experience supervising a team in hospitality or customer service setting preferred.

Responsibilities

• Lead daily Front Office and Guest Services operations including check-in/check-out and room assignments.
• Monitor guest satisfaction scores and identify trends to improve the guest experience.
• Conduct daily pre-shift meetings to align priorities across departments.
• Oversee Lost & Found procedures and payroll accuracy for associates.

Skills

Front Office Leadership

Communication Skills

Staff Coaching

Team Management

Hotel Operations

Education

High school diploma or GED

Hospitality/Hotel degree

Tools

Lightspeed PMS

MARSHA

GXP

MGS

MICROS

Microsoft Office

Job description

Company Description

Delta Hotels by Marriott Santa Clara Silicon Valley is a full-service hotel located in the heart of Silicon Valley, designed to support both business and leisure travelers. The property offers convenient access to leading tech companies such as Intel, Nvidia, and ServiceNow, as well as key destinations like the Santa Clara Convention Center, Levi's Stadium, and Great America Theme Park. Guests also benefit from proximity to Santa Clara University and San Jose State University, making the location ideal for academic and corporate visits. The hotel emphasizes a thoughtful balance of contemporary design, practical amenities, attentive service, and prime location to deliver a comfortable, efficient stay for every guest.

Job Summary

The Guest Service Manager is responsible for leading the daily operations of the Front Office, ensuring exceptional guest experience while maintaining the highest standards of hospitality, operational excellence, and financial performance. This position oversees Front Desk, Guest Services, Reservations and related operations, ensuring compliance with brand standards, company policies, and service expectations.

This position will report directly to the Hotel Manager and General Manager

Job Duties and Responsibilities:

Guest Experience & Daily Operations

• Lead daily Front Office and Guest Services operations, including check-in/check-out, room assignments, and guest recovery, to ensure exceptional guest experiences.
• Monitor guest satisfaction scores and feedback; identify trends and implement improvements to enhance the guest experience.
• Conduct daily pre-shift meetings to communicate operational priorities and ensure alignment across hotel departments.
• Oversee Lost & Found procedures to ensure timely and accurate return of guest belongings.
• Provide leadership, coaching, and direction to Front Desk associates, fostering teamwork and accountability.
• Recruit, interview, train, and develop Front Office associates on brand standards, service expectations, systems, and procedures.
• Deliver ongoing coaching, performance feedback, recognition, and corrective action as needed to maintain service excellence.
• Create staffing schedules based on occupancy levels, business demands, and operational needs, ensuring proper coverage.
• Oversee reservation systems, room inventory, rate management, and daily pricing strategies to maximize occupancy and revenue.
• Partner with Revenue Management and hotel leadership to monitor RevPAR performance, occupancy trends, and financial results.
• Ensure accurate handling of room inventory, reservations, billing, and front office financial reporting.
• Review timekeeping records and approve payroll information to ensure accuracy and associate satisfaction.

Administration & Compliance

• Maintain compliance with hotel policies, safety standards, and brand operating procedures.
• Identify operational challenges, develop solutions, and implement processes to improve efficiency and guest satisfaction.
• Maintain proper controls of Front Office supplies, equipment, keys, and guest service materials.
• Communicate effectively with guests, associates, department leaders, and executives to support successful daily operations.
• Support hotel initiatives, brand programs, and other operational responsibilities as assigned.

Qualifications

• Front Office leadership experience is required. Candidates without hotel Front Office management experience will not be considered.
• High school diploma or GED with a minimum of 3 years of experience in guest services management within a hotel or related hospitality environment; OR a two-year degree in Hotel and Restaurant Management, Hospitality Management, Business Administration, or a related field, with a minimum of 4 years of experience in guest services management within a hotel or related professional area.
• Minimum of 2 years of experience supervising a team in a hospitality or customer service setting preferred.
• Experience with Lightspeed PMS, MARSHA, GXP, MGS, and MICROS preferred.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Excellent communication skills in person, by phone, in writing, electronically, or by email.
• Proven ability to lead, coach, and develop associates while maintaining high levels of guest satisfaction.

Physical Demands

• Stand and walk for extended periods throughout the shift.
• Occasionally lift, carry, push, or pull items weighing up to 50 pounds.
• Bend, reach, stoop, kneel, and use repetitive hand movements.
• Work in a fast-paced environment while maintaining professionalism and attention to detail.
• Respond quickly to guest and operational needs throughout the property.
• Ability to work a flexible schedule, including nights, weekends, and holidays, based on business needs

What We Offer

• Comprehensive benefits package, including Medical, Dental, and Vision insurance program.
• 401(k) participation with a company matching program.
• Discounted travel benefits at exclusive rates.
• Complimentary employee meals.
• And much more!

Job Type: Full-time

Pay: $87,000.00 - $91,000.00 per year

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Hotel Revenue management: 2 years (Required)
• Hotel Front Desk Management : 2 years (Preferred)
• Management: 3 years (Required)
• Marriott System: 3 years (Required)
• Inventory Balancing at a Hotel: 3 years (Required)
• Hotel Daily Room Inventory Management : 3 years (Required)
• Hotel Daily Pricing Process: 3 years (Required)
• Lightspeed PMS: 3 years (Required)
• Marriott Front Office at a Hotel: 3 years (Required)