Luxury Guest Experience Manager

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

Job summary

Montage Hotels & Resorts in Laguna Beach, CA, seeks a Guest Services Manager to assist the Director of Guest Services in daily operations, guest reception, and financial management, aligning with the group's vision and values.

You will lead guest experiences, oversee arrival/departure, drive profitability, train staff, manage scheduling and payroll, and ensure life-safety readiness. Four years in customer service and hotel supervisory experience preferred; Bachelor's degree preferred.

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.
• Luxury hotel experience strongly preferred.
• Knowledge and experience in Birchstreet, Ontrac and Opera Cloud.

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

Leadership

Guest relations

Education

Bachelor's degree preferred

Tools

Birchstreet

Ontrac

Opera Cloud

Opera

Word

Excel

PowerPoint

Outlook

Job description

Montage Hotels & Resorts in Laguna Beach, CA, seeks a Guest Services Manager to assist the Director of Guest Services in daily operations, guest reception, and financial management, aligning with the group's vision and values.

You will lead guest experiences, oversee arrival/departure, drive profitability, train staff, manage scheduling and payroll, and ensure life-safety readiness. Four years in customer service and hotel supervisory experience preferred; Bachelor's degree preferred.