Luxury Guest Experience Manager

HEI Hotels & Resorts; San Francisco (CA); On-site; 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 oversee Front Office operations, ensuring guest satisfaction, service quality, and adherence to brand standards. This leadership role requires strong communication and the ability to mentor a diverse team.

You will train staff, manage schedules and budgets, and collaborate with sales to maximize occupancy and revenue while maintaining the highest level of guest care in a luxury setting.

Qualifications

• Minimum 1 year of front desk experience.
• High School diploma or equivalent required.
• Hotel experience preferred.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service.
• 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.
• 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.
• Coordinate activities with other hotel departments 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.

Skills

PMS system

Brand rewards program

Cash handling

Communication skills

Multitasking

Education

High School diploma or equivalent

Hotel experience preferred

Job description

The Jay, Autograph Collection in San Francisco is seeking a Guest Service Manager to oversee Front Office operations, ensuring guest satisfaction, service quality, and adherence to brand standards. This leadership role requires strong communication and the ability to mentor a diverse team.

You will train staff, manage schedules and budgets, and collaborate with sales to maximize occupancy and revenue while maintaining the highest level of guest care in a luxury setting.