Job Description
Join our award-winning luxury hotel in the heart of San Francisco and elevate guest experiences to extraordinary heights. The Sterling Grand Hotel is seeking a dynamic Senior Guest Relations Manager to lead our front-of-house operations and create unforgettable moments for international travelers and discerning locals alike. This role offers competitive compensation, comprehensive benefits, and opportunities for professional growth in one of the world's most vibrant hospitality destinations.
Responsibilities
- Lead and mentor a team of 15+ front desk agents, concierge staff, and guest relations specialists
- Develop and implement personalized guest experience strategies exceeding 5-star standards
- Handle VIP guest arrivals and special requests including celebrity clientele and corporate partners
- Oversee room inventory management and optimize revenue through upselling and yield strategies
- Resolve complex guest inquiries and complaints with exceptional diplomacy and problem-solving
- Collaborate with F&B, Housekeeping, and Event teams for seamless service integration
- Analyze guest feedback data and implement service improvement initiatives
Qualifications
- Minimum 5 years luxury hotel experience with 2+ years in senior leadership role
- Proven expertise in Opera or similar PMS systems and revenue management tools
- Exceptional communication skills in English with proficiency in Spanish or Mandarin preferred
- Deep knowledge of San Francisco's attractions, dining scene, and cultural events
- Strong financial acumen with experience in budgeting and expense control
- CHIA or CHA certification highly desirable
- Ability to work flexible schedules including nights, weekends, and holidays
- Valid California driver's license and clean driving record