Guest Services Manager

HEI Hotels & Resorts; San Diego (CA); On-site; USD 74,000 - 76,000; Full time

Benefits offered by this job

Medical and Dental Insurance

401(k) with Company Matching

Hotel Employee Discounts

Job summary

HEI Hotels & Resorts is seeking a Front Desk Supervisor to oversee guest arrival, departure and front desk operations at our California property. You will implement brand standards, manage staff, and monitor performance to maximize guest satisfaction and revenue.

Ideal candidates have 2+ years at a Front Desk, proficiency with PMS, and strong cash handling and communication skills. This role requires leadership, budgeting awareness, and a customer-first mindset.

Qualifications

• Minimum of 2 years Front Desk experience; leadership preferred.
• Proficient with PMS system.
• Advanced knowledge of rewards program.
• Able to handle cash and credit transactions.
• Strong computer literacy and financial management skills.
• Ability to communicate clearly with staff and guests.
• Knowledge of local area attractions and transportation.
• Ability to stay calm and act as a role model during busy periods.

Responsibilities

• Oversee guest arrival, departure, and front desk operations.
• Implement brand programs and service standards.
• Prepare forecasts and assist in budgeting for the front office.
• Monitor front office systems and equipment performance.
• Track guest satisfaction and respond to feedback.
• Manage labor costs using scheduling tools.
• Hire, train, and develop front desk staff; apply disciplinary actions when needed.

Skills

Front Desk Experience

Customer Service

Cash & Card Transactions

Budgeting/Financial Management

Emergency Response

Legal Compliance Knowledge

Local Area Knowledge

Leadership/Staff Development

Tools

PMS System

Job description

About Us

Embodying Southern California's laid-back style, the Wyndham San Diego Bayside pairs a refreshingly vintage vibe with all the modern-day essentials that San Diego visitors crave. Here at the Wyndham San Diego Bayside, we pride ourselves on our diverse culture and the amazing benefits of becoming an associate! Join our team of diverse individuals that work together to create lasting memories for our guests. We offer free lunch, discounted parking and a welcoming environment for all of our associates.

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: $74,000.00 - $76,000.00 AnnuallyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? No

Overview

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

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 room's 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.

• 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.

• 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.

• Regular attendance in conformance with the standards is essential to the successful performance of this position.

• Comply with attendance rules and be available to work on a regular basis.

• Perform any other job-related duties as assigned.

Qualifications and Skills

• Minimum of 2 years Front Desk experience, preferably in leadership role.

• Proficient with PMS system.

• Advanced knowledge of brand's reward program.

• Able to handle cash and credit transactions.

• Computer literacy and financial management a must.

• 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.

• General knowledge of local area attractions and transportation.

• Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.

• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.

• Able to establish and maintain effective working relationships with associates and customers.

• Able to make sound business decisions and take action quickly based on previous experience and good judgment.

• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.

• Effective verbal and written communication skills.

• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.