Luxury Front Office & Concierge Leader

The Westin Anaheim Resort; Anaheim (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

Wincome Hospitality is seeking a Guest Services Manager in Anaheim to lead the Guest Services/Concierge and Front Services teams, delivering an anticipatory luxury guest experience from pre-arrival through departure.

You will supervise managers and hourly staff, recruit, train, plan staffing, and uphold safety, security and brand standards across Front Office operations. Excellent leadership in a high-volume luxury environment is required.

Qualifications

• High school diploma or GED required.
• Five years of progressive Front Office, Guest Services, Bell/Valet, Concierge or related experience.
• Two-year or four-year degree in Hospitality Management, Hotel and Restaurant Management or related field preferred.
• Demonstrated experience leading managers, supervisors and hourly teams in a high-volume operation.
• Working knowledge of labor planning, budgeting, forecasting, purchasing and financial statements.
• Proficiency with Microsoft Office and hotel property-management and guest-service systems (LightSpeed, GXP, Workday or equivalent).

Responsibilities

• Provide integrated day-to-day leadership of the Guest Services/Concierge and Front Services teams.
• Lead assigned supervisors and hourly associates in accordance with company policies, procedures, and applicable laws.
• Act on behalf of the Director of Front Office when assigned, providing department-wide decisions and leadership continuity.
• Participate in recruiting, onboarding, training, scheduling, coaching and performance evaluations.
• Set clear goals and feedback; communicate expectations to leaders and associates.
• Plan and verify daily, weekly, monthly work assignments and follow-up responsibilities.
• Maintain staffing coverage according to forecasted levels and labor budgets.
• Ensure adherence to safety, security, and cash-handling procedures.
• Develop operating plans for peak occupancy and special events across Front Office operations.
• Lead daily stand-up meetings and real-time coaching to uphold luxury-service standards.
• Oversee Front Services controls: drive flow, valet, luggage, transportation and VIP handling.
• Provide hands-on support during peak demand or disruptions.
• Audit revenues and ensure compliance with policies and procedures.
• Coordinate with Housekeeping, Engineering, F&B, Reservations, Sales, Events, Security and Finance to align operations.

Skills

Leadership

Guest services

Concierge

Staff management

Education

Hospitality Management Degree

Business Administration Degree

Tools

Microsoft Office

PMS systems

LightSpeed

GXP

Workday

Job description

Wincome Hospitality is seeking a Guest Services Manager in Anaheim to lead the Guest Services/Concierge and Front Services teams, delivering an anticipatory luxury guest experience from pre-arrival through departure.

You will supervise managers and hourly staff, recruit, train, plan staffing, and uphold safety, security and brand standards across Front Office operations. Excellent leadership in a high-volume luxury environment is required.