Job Description
Join our award-winning team at Harborview Hotel & Spa, Oakland's premier luxury destination. We're seeking a dynamic Guest Services Manager to create unforgettable experiences for our discerning clientele. With panoramic bay views and world-class amenities, our hotel combines sophisticated elegance with authentic Bay Area charm. Lead our front desk operations while mentoring a team of hospitality professionals in a role that blends operational excellence with genuine human connection.
Responsibilities
- Oversee daily front desk operations including check-in/out, room assignments, and VIP guest coordination
- Train and supervise 8+ guest services team members using performance metrics
- Resolve complex guest complaints with empathy and creative problem-solving
- Implement upselling strategies for spa packages, premium rooms, and local experiences
- Collaborate with housekeeping, concierge, and F&B departments for seamless service delivery
- Manage inventory of guest amenities and front desk supplies
- Analyze guest feedback to identify service improvement opportunities
Qualifications
- 5+ years in luxury hospitality with 2+ years in supervisory roles
- Proficiency in Opera PMS and yield management systems
- Exceptional conflict resolution and interpersonal communication skills
- Valid California Food Handler's Card (or ability to obtain within 30 days)
- Spanish language proficiency strongly preferred
- Proven track record of exceeding guest satisfaction metrics
- Ability to work flexible shifts including nights, weekends, and holidays
- Bachelor's degree in Hospitality Management or related field preferred