Overview:
The Guest Service Manager is responsible for delivering exceptional guest experiences by assisting the daily operation of the Front Office and the Guest Services team while fostering a culture of genuine hospitality, personalized service, and operational excellence. This leader serves as a visible ambassador of the hotel, ensuring every guest interaction reflects Omni's commitment to luxury service.
The Guest Service Manager partners closely with all hotel departments to anticipate guest needs, resolve service opportunities, and create memorable experiences that inspire guest loyalty. Through coaching, collaboration, and continuous improvement, this role drives guest satisfaction, operational efficiency, and team engagement.
Responsibilities:- Champion the hotel's pre-arrival, arrival, in-house, loyalty recognition, and departure experiences.
- Serve as the primary point of contact for guest concerns, requests, and service recovery, ensuring timely, effective resolution and seamless service delivery.
- Conduct regular inspections of the lobby and public areas, collaborating with Housekeeping and Engineering to ensure luxury brand standards and an exceptional guest experience are consistently maintained.
- Review guest feedback and operational trends with department leaders to identify opportunities for continuous service improvement.
- Partner with the Loyalty Ambassador to review upcoming VIP, celebration, and repeat guest profiles to identify unique opportunities for custom welcome amenities and room setups.
- Anticipate guest needs and proactively create memorable, personalized experiences.
- Maintain a visible presence throughout the hotel, engaging with guests and supporting daily operations.
- Develop thoughtful and creative guest experiences tailored to individual preferences, special occasions, and travel purposes.
- Lead the daily Guest Engagement process by partnering with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to coordinate personalized guest experiences.
- Communicate VIP arrivals, guest preferences, and service opportunities to operational teams to ensure flawless execution.
- Document guest preferences, allergies, special requests, and successful service recoveries within the guest profile system to enhance future stays and build guest loyalty.
- Monitor guest feedback through Medallia and other guest satisfaction platforms to identify trends and opportunities for improvement.
- Works with department head to develop and implement departmental strategies to ensure delivery of service
- Achievement of Medallia and guest satisfaction goals.
- Additional duties as assigned by the General Manager or Department Head.
Qualifications:- Minimum of 2-3 years of leadership experience in Front Office, Guest Relations, Concierge, or Guest Services within a luxury or upscale hotel environment.
- Demonstrated emotional intelligence with the ability to anticipate guest needs and build meaningful guest relationships.
- Proven ability to create memorable, personalized guest experiences through creativity, initiative, and attention to detail.
- Resourcefulness: Excellent local knowledge and the savvy to source unique items, gifts, or experiences on tight timelines.
- Proficiency in the use of a computer is necessary (i.e. Microsoft Office Suite).
- Excellent verbal and written professional communication skills are required.
- Must demonstrate strong leadership skills and the ability to develop the team.
- Ability to remain calm and make sound decisions in a fast-paced environment.
- Must be detail-oriented and organized.
- Must be able to work closely and communicate with all associates, departments, guests, and clients in a professional manner.
- Must be highly service-oriented.
- The ability to work a flexible schedule, including nights, weekends and holidays.
Salary range $85,000- $92,000
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
