Job Description
Join our award-winning luxury waterfront hotel in downtown San Diego! As a cornerstone of Southern California hospitality, Grand Pacific Hotel seeks a dynamic Guest Services Manager to elevate our guest experience to new heights. Lead our front desk operations, train exceptional teams, and create memorable moments for international travelers and local dignitaries alike. Enjoy stunning Pacific views, world-class amenities, and a vibrant work culture in America's Finest City.
We offer comprehensive benefits including medical/dental/vision coverage, 401(k) matching, hotel discounts worldwide, and career advancement opportunities. Perfect for hospitality professionals passionate about service excellence and team leadership.
Responsibilities
- Oversee all front desk operations including check-in/check-out procedures, VIP guest handling, and room assignment optimization
- Train, mentor, and evaluate front desk agents using performance metrics and guest feedback systems
- Resolve complex guest complaints with empathy and creative solutions while maintaining brand standards
- Collaborate with housekeeping, concierge, and F&B teams to ensure seamless guest experiences
- Implement revenue management strategies through upselling and package promotions
- Manage inventory for key supplies and maintain financial accuracy in daily transactions
- Develop and execute staff training programs focusing on service recovery and cultural sensitivity
Qualifications
- Minimum 5 years in luxury hotel front desk operations with 2+ years in management
- Proven expertise in Opera/PMS systems and hotel management software
- Exceptional conflict resolution skills with documented guest satisfaction scores
- Valid California Food Handler Card and ServSafe certification preferred
- Fluency in English; Spanish proficiency highly valued for diverse clientele
- Ability to work flexible schedules including nights, weekends, and holidays
- Strong financial acumen with experience in P&L tracking and budget management
- BS/BA in Hospitality Management or equivalent industry experience