Compensation:
$79,000 to $85,000 per year GENERAL DESCRIPTION: The role leads the Guest Services/Concierge and Front Services teams, including Club Lounge, Concierge Desk, Valet, Bell and Door Services, Self-Parking, luggage assistance, transportation coordination and related front-of-house operations. This position directs supervisors and associates in delivering an anticipatory, personalized luxury guest experience from pre-arrival through departure; protects the guest experience during operational challenges; maintains a safe and secure environment; improves guest and employee satisfaction; and supports departmental financial performance.
WORK REQUIREMENTS: Guest Services Manager Responsibilities: - Provide integrated day-to-day leadership of the Guest Services/Concierge and Front Services teams.
- Lead assigned supervisors and hourly associates in accordance with company policies, procedures, and applicable laws.
- Act on behalf of the Director of Front Office when assigned or in the Director's absence, providing department-wide decisions, escalation support and leadership continuity.
- Participate in recruiting, interviewing, reference and selection processes, onboarding, training, scheduling, coaching, performance evaluation, recognition, corrective action, performance-improvement plans and professional development in accordance with company policy and applicable law.
- Set clear goals and performance criteria; communicate expectations and provide timely, specific feedback to leaders and associates.
- Plan, distribute, delegate and verify daily, weekly, monthly, quarterly and annual work assignments, checklists and follow-up responsibilities.
- Maintain staffing and leadership coverage according to forecasted business levels, service requirements, productivity standards and labor budgets.
- Ensure associates understand and execute safety, security, emergency, privacy, cash-handling and key-control procedures.
- Verify departmental readiness for property emergency procedures and ensure policies, coaching and corrective-action documentation are administered fairly and consistently.
- Develop coordinated operating plans for peak occupancy, special events, holidays and group arrivals, aligning lobby and front-drive flow, staffing, Valet, Bell/Door, transportation, luggage and VIP requirements.
- Maintain clean, safe, organized and guest-ready work areas and public-facing departmental spaces.
- Conduct regular front-of-house inspection rounds to assess appearance, safety, staffing, security and maintenance; initiate and verify corrective action.
- Lead daily stand-up meetings and operational briefings; audit service delivery and provide real-time coaching to reinforce property and luxury-service standards.
- Oversee Front Services operations and controls, including front-drive traffic flow, vehicle staging, key and claim-ticket accountability, luggage handling and storage, guest mail and packages, lost and found, transportation coordination and seamless arrivals and departures.
- Maintain proficiency in the functions supervised and provide hands-on operational support during peak demand, staffing gaps or service disruptions.
- Provide clear shift handoffs regarding business levels, guest needs, unresolved issues and ownership of follow-up.
- Audit valet and self-parking revenues and implement strategies to boost parking revenues.
- Complete safety and vehicle damage inspections daily.
- Complete safety and vehicle damage inspections daily.
- Audit Tip Log to ensure that all associates are reporting and dispersing tips according to procedures.
- Ensures disciplinary procedures and documentation are completed according to standard and local operating procedures and supports the peer review process.
- Ensure all in-house group activities, locations and times set and communicate with staff.
- Complete audits on associate customer service including shadowing and role playing for both Bell and Valet functions.
- Organize and assist with the delivery of guest room amenities and supplies as needed.
- Parking, retrieve, and take care of our guests' personal vehicles.
- Handle, deliver, carry, and store luggage to guest rooms and storage closets.
- Load and unload guest luggage from vehicles.
- Complete Vehicle Safety training with the Front Services Team in conjunction with Security leadership.
- Coordinate large group activity and offsite overflow parking procedures for large events when necessary.
- Process payroll including porterage and room drop gratuities to associates
Concierge & VIP Services: - Serve as a visible luxury host who creates genuine rapport, anticipates guest needs and models calm, discreet, professional and courteous service.
- Continuously evaluate and refine the end-to-end guest journey, removing friction, strengthening personalization and creating memorable moments across Front Office, Concierge, Valet and Bell interactions.
- Oversee pre-arrival outreach for designated VIP and high-touch guests; confirm arrival details, billing arrangements, preferences, allergies, special occasions, transportation, amenities and other stay requests.
- Ensure guest profiles and preference information are complete, accurate, appropriately documented and communicated to the departments responsible for fulfillment.
- Coordinate personalized welcomes, amenities, itineraries, on-property experiences, luggage assistance, transportation and memorable departures with the appropriate department leaders.
- Maintain current knowledge of Orange County attractions, dining, events, excursions, transportation and local services; ensure the team provides accurate, tailored recommendations.
- Respond promptly and professionally to guest requests and feedback received in person, by telephone, email, text, chat, survey, letter or other approved channel; follow through to confirmed resolution.
- Review guest-satisfaction platforms, service-issue logs and survey results; ensure timely follow-up, identify recurring trends and convert findings into leader accountability, coaching and measurable experience improvements.
- Resolve guest problems and complaints within established empowerment guidelines and escalate significant safety, security, financial or reputational concerns.
- Promote and uphold luxury service, AAA Four Diamond, Marriott brand and property standards
Managing Profitability: - Prepare schedules and process payroll in alignment with forecasted demand, labor budgets, productivity standards and service requirements.
- Monitor departmental expenses, purchasing, cost controls, revenue, occupancy and financial performance; support departmental profit-and-loss objectives.
- Maximize room and ancillary revenue through inventory awareness, appropriate upselling, upgrades and approved add-on strategies.
- Identify operational or financial variances and implement sustainable corrective actions.
- Generate financial reports each month and identify discrepancies.
Communication & Cross-Functional Coordination: - Represent Front Office leadership and partner closely with Housekeeping, Engineering, Food & Beverage, Reservations, Sales, Events, Security, Finance and Revenue Management to align operations and deliver a coordinated luxury guest experience.
- Serve as Manager on Duty when assigned, acting within established authority and completing required incident and MOD reporting.
- Ensure group commitments, contracted benefits, complimentary services, high-end amenities and special arrangements are delivered accurately and on time.
- Use professional etiquette across all communication channels and represent the hotel appropriately at required meetings, training and approved events.
Systems, Compliance & Brand Programs: - Operate required property-management, guest-service, scheduling, payroll, communication and reporting systems accurately.
- Ensure accurate profiles, reservations, requests, loyalty activity, service recovery documentation and operational reporting.
- Apply all policies consistently and protect guest information, payment data, keys, cash and hotel assets.
- Verify required brand and property service programs are implemented, communicated and executed consistently across all assigned areas.
EDUCATION & PHYSICAL REQUIREMENTS Qualifications and Experience: - High school diploma or GED required.
- Five years of progressive experience in Front Office, Guest Services, Bell/Valet, Concierge or a related hotel operations discipline preferred; luxury or upper-upscale hotel experience strongly preferred.
- Two-year or four-year degree in Hospitality Management, Hotel and Restaurant Management, Business Administration or a related field preferred.
- Demonstrated experience leading managers, supervisors and hourly teams in a high-volume operation and achieving service, labor and revenue goals.
- Working knowledge of labor planning, budgeting, forecasting, purchasing, cost control and financial statements.
- Proficiency with Microsoft Office and hotel property-management and guest-service systems; LightSpeed, GXP, Workday or comparable systems experience preferred.
Physical and Scheduling Requirements: - Ability to stand and walk for extended periods throughout the shift.
- Ability to occasionally kneel, push, pull, reach, climb stairs or ramps and lift or carry up to 30 pounds, following hotel safety procedures.
- Frequent use of hands for keyboarding and arms for reaching.
- Flexible availability required based on business needs, including early mornings, evenings, overnight coverage, weekends, and holidays.
- Regular and reliable attendance and compliance with property appearance, grooming and uniform standards.
Communication Requirements: - Able to communicate fluently and effectively in English, both verbally and non-verbal; bilingual capability preferred.
- Able to listen actively, communicate complex information clearly and work effectively with guests requiring patience, tact and diplomacy to resolve conflicts.
- Strong organization, judgment, discretion, attention to detail, follow-through and ability to manage multiple priorities and deadlines.
Licences/Certifications: - Valid driver's license required when operating hotel vehicles or performing transportation-related duties.
- Hospitality, tourism or concierge certifications and professional recognition preferred.
