Job Description
Join our award-winning luxury hotel in the heart of San Francisco as a Guest Experience Manager. We're seeking a passionate hospitality professional to deliver unparalleled service while leading our front desk operations. This role offers competitive compensation, comprehensive benefits, and the opportunity to work in one of the world's most vibrant cities.
At The Ritz-Carlton, we pride ourselves on creating memorable experiences for our discerning guests. As a key member of our leadership team, you'll drive exceptional service standards while mentoring our talented hospitality professionals.
Responsibilities
- Lead front desk operations including check-in/check-out, VIP guest handling, and concierge services
- Resolve guest inquiries and complaints with immediate, personalized solutions
- Train and mentor front desk staff on service standards and operational procedures
- Collaborate with housekeeping, F&B, and event teams to ensure seamless guest experiences
- Implement and monitor service recovery protocols for guest satisfaction
- Analyze guest feedback to identify service improvement opportunities
- Manage room inventory and rate strategy coordination with revenue management
Qualifications
- Minimum 5 years luxury hotel experience with 2+ years in supervisory roles
- Proven track record in delivering exceptional guest service
- Strong leadership and team development skills
- Proficiency in Opera PMS and hotel management systems
- Excellent communication and conflict resolution abilities
- Valid California Food Handler's Certificate preferred
- Ability to work flexible shifts including weekends and holidays
- Fluency in English; Spanish or Mandarin a plus