Guest Services Manager

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

Job summary

Montage International in Laguna Beach is seeking a Guest Services Manager to lead day-to-day guest reception and services, partnering with the Director of Guest Services to drive profitable operations and exceptional guest experiences.

The role requires 4+ years in customer service, 2–3 years in hotel supervision, and hands-on skills with Word, Excel, PowerPoint, Opera, and Outlook. A Bachelor’s degree is preferred, and luxury hotel experience is highly valued.

Qualifications

• Minimum of four (4) years’ experience in customer service
• Two (2) to three (3) 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

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

Team leadership

Communication

Education

Bachelor’s degree preferred

Tools

Word

Excel

PowerPoint

Opera

Outlook

Job description

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

Guest Services Manager

SUMMARY

The Guest Services Manager is responsible for assisting theDirector of Guest Servicesin managing the day-to-day operations forguest reception and guest services, including profitable financial management and proactive strategic leadership. This role will contribute to the organization as an active business partner that is responsible for supporting the company's goals, objectives, vision, mission, and values.

ESSENTIAL FUNCTIONS

Major areas of responsibility/ management include, but are not limited to:

• 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.

QUALIFICATIONS

• Minimum of four (4) years’ experience in customer service

• Two (2) to three (3) 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.

PHYSICAL REQUIREMENTS

Position requires walking and giving direction most of the working day.Must be able to stand and walk for 8 hours a day. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.Must be able to lift up to 25 lbs. on a regular and continuing basis.Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.

The pay scale for Guest Services Manager is $72,000 to $82,000.

The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.