Guest Service Manager OEM

The Hotel at Avalon; San Francisco, Northern (CA, KY); Hybrid; USD 43,000 - 44,000; Full time

Benefits offered by this job

Free employee meal per shift

Discounted public transportation

All associate outings

Job summary

The Jay, Autograph Collection in San Francisco is seeking a Guest Service Manager to lead Front Office operations and deliver exceptional guest experiences. You will ensure smooth check-in/check-out, maintain brand standards, and drive service quality in a luxury setting.

Join a team focused on guest satisfaction, training, and collaboration with other hotel departments to achieve targets and elevate the guest journey in a restored luxury destination.

Qualifications

• Minimum 1 year of front desk experience.
• High School diploma or equivalent required.
• Hotel experience preferred.
• Proficient with PMS system and computer literacy a must.

Responsibilities

• Ensure efficient guest registration, checkout, and telephone service.
• Implement brand standards and franchise programs.
• Prepare forecasts and assist in Rooms Division budget development.
• Monitor front office systems and equipment for optimum performance.
• Track guest satisfaction surveys and maximize the guest response system.
• Provide training for entry level associates and supervisors.
• Develop controls for expense management and schedule labor costs.
• Interview, hire, train, and discipline staff as needed.
• Communicate clearly to staff and resolve issues promptly.
• Coordinate with other departments to improve occupancy and revenues.

Skills

Front desk experience

Customer service

Communication

Staff training

Education

High School diploma or equivalent

Tools

PMS system

Job description

## Guest Service Manager OEMApply: On-Site: The Jay - San Francisco, CA: Full time: Posted Today: JR119249**About Us**The Jay, Autograph Collection, San Francisco's newest luxury life-style hotel, is where new-age San Franciscans gather, find inspiration, and celebrate our city. With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay, completely renovated, is an ode to classic San Francisco; peppered with bits of nostalgia, but led mostly by its modern structure and sophisticated style. The design and offerings of the hotel are inspired by the makers and innovators who made San Francisco great. It is a true celebration of those who shaped San Francisco. The word “Jay” in Latin means “to celebrate”, hence the name, The Jay. Our goal is to delight our guests with the element of discovery and authentic connection to the city, it’s neighborhoods and residents. We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service as a “friend-in-the-know” when it comes to engaging our luxury life-style guests. We offer competitive benefits for all associates including a comprehensive medical plan, free employee meal per shift, discounted public transportation, all associate outings, and more. An opportunity to help continue to grow a completely renovated and redesigned luxury destination, creating the newest jewel of San Francisco’s Embarcadero/Jackson Square/FiDi neighborhood. Oh, and we have fun, work hard and laugh a lot. This is an exciting time in the hotel’s history – you should be part of it!Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply.**Compensation**Salary Range: $31.00 - $32.00 Hourly### Tipped/Service Charge Eligible? No### Discretionary Performance Bonus Eligible? No**Overview**Guest Service Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and all other guest contact are conducted in an efficient and friendly manner.### **Essential Duties and Responsibilities*** Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.* Implement company and franchise programs.* Prepare forecasts and reports and assist in the development of the Rooms Division budget.* Monitor and maintain the front office systems and equipment to ensure their optimum performance.* Track guest satisfaction surveys and maximize usage of the guest response tracking system.* Provide training for entry level associates and supervisors.* Develop and implement controls for expense management.* Utilize labor management tools to schedule and control labor costs.* Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.* Communicate both verbally and in writing to provide clear direction to staff.* Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.* Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.* Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.* Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.* Maintain all front desk related equipment and a par stock of supplies.* Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.* Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.* Comply with attendance rules and be available to work on a regular basis.* Perform any other job-related duties as assigned.**Qualifications and Skills**Education and Experience:* Minimum 1 year of front desk experience.* High School diploma or equivalent required.* Hotel experience preferred.Knowledge, Skills and Abilities* Proficient with PMS system and computer literacy a must.* Advanced knowledge of brand’s reward program.* Able to handle cash and credit transactions.* Maintain a professional appearance and manner at all times.* Must possess thorough knowledge of all front office operations and individual job requirements.* Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.* Able to manage multiple tasks at all times and have excellent organizational skills.* General knowledge of local area attractions and transportation.* Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation.* Able to observe and detect signs of emergency situations.* Able to establish and maintain effective working relationships with associates and customers.* Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.* Effective verbal and written communication skills.* Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.