Job Description
Join our award-winning luxury hotel in the heart of San Francisco as we seek a dynamic Guest Services Manager to lead our front desk operations. This pivotal role combines exceptional guest experience with team leadership in a fast-paced environment. You'll oversee check-in/check-out processes, resolve guest inquiries, and mentor a team of hospitality professionals while maintaining our brand's commitment to excellence. The ideal candidate thrives in high-energy settings and possesses a passion for creating memorable stays.
Responsibilities
- Manage front desk operations including check-in/out, room assignments, and billing processes
- Lead and mentor a team of 5-7 front desk agents with daily coaching and performance reviews
- Resolve complex guest complaints and implement service recovery strategies
- Coordinate with housekeeping, maintenance, and concierge departments for seamless operations
- Monitor occupancy rates and adjust staffing accordingly during peak periods
- Train staff on property systems, safety protocols, and brand standards
- Prepare daily reports on guest satisfaction, occupancy, and revenue metrics
Qualifications
- 5+ years in hotel front desk management with luxury property experience
- Proven leadership skills with team development and conflict resolution expertise
- Advanced proficiency in hotel management systems (Opera, Fidelio)
- Exceptional communication and problem-solving abilities
- Strong attention to detail and organizational skills
- Valid California Food Handler Card and ServSafe certification
- Ability to work flexible shifts including nights, weekends, and holidays