Description SCOPE AND PURPOSE
The Sr. Guest Services Manager is a highly visible, hands-on leader responsible for creating a warm, polished, and personalized guest experience while overseeing the daily operation of Guest Services, Bell, and Valet. This position leads the arrival and departure experience, ensures effective coordination of luggage, vehicles, transportation, guest requests, and personalized services, and maintains a strong presence throughout guest-facing areas. Working closely with the Front Desk and other hotel departments, the Sr. Guest Services Manager ensures guest needs are anticipated, communicated, and fulfilled while consistently maintaining El Encanto's luxury service standards.
MAIN DUTIES AND RESPONSIBILITIES
Guest Experience & Personalization
- Provide warm, polished, and personalized service to guests throughout their stay, with particular attention to the arrival and departure experience.
- Build genuine relationships with guests while identifying preferences, special occasions, and opportunities to personalize their experience.
- Maintain awareness of VIPs, repeat guests, special requests, celebrations, and other important guest information.
- Provide knowledgeable recommendations regarding El Encanto amenities, dining, Spa, activities, Santa Barbara restaurants, attractions, and local experiences.
- Assist with transportation, dining reservations, activities, amenities, special occasions, and other guest arrangements.
- Take ownership of guest requests and follow through to ensure timely and successful completion.
- Respond to guest concerns and service opportunities, resolving matters within appropriate authority and escalating significant concerns when necessary.
Bell & Valet Operations
- Provide direct daily oversight of Bell and Valet operations, ensuring a welcoming, organized, safe, and efficient arrival and departure experience.
- Coordinate daily deployment and assignments for Bell and Valet team members based on arrivals, departures, occupancy, events, groups, and anticipated business levels.
- Ensure luggage assistance, luggage storage, vehicle retrieval, guest transportation, property orientation, and other arrival and departure services are completed accurately and efficiently.
- Maintain organization and appropriate traffic flow throughout the driveway and porte cochère, proactively responding to periods of increased activity.
- Monitor vehicle key control, luggage storage, guest belongings, vehicle documentation, and related procedures to ensure appropriate security and accountability.
- Ensure vehicle or luggage incidents, damages, guest concerns, and other irregularities are immediately documented and escalated according to established procedures.
- Coordinate closely with Security and Front Office leadership regarding vehicle, driveway, transportation, luggage, and safety-related matters.
- Coach Bell and Valet team members on service standards, guest engagement, safety expectations, property knowledge, and operational procedures.
Daily Guest Services Operations
- Lead daily Guest Services activities and ensure the team is prepared with relevant information regarding arrivals, departures, VIPs, guest preferences, special requests, groups, events, and hotel activities.
- Participate in daily briefings and communicate important operational information to Guest Services, Bell, and Valet team members.
- Maintain accurate guest profiles, preferences, requests, and service information within applicable hotel systems.
- Ensure appropriate communication and handoffs between shifts so outstanding guest requests and operational items are completed.
- Maintain a visible presence in guest arrival areas and throughout the property, particularly during peak arrival and departure periods.
- Support Front Desk and broader Front Office operations as business levels and guest needs require.
- Consistently uphold and coach El Encanto's LQA standards and behavioral expectations.
Team Leadership & Cross-Department Coordination
- Lead, coach, train, and support Guest Services, Bell, and Valet team members to ensure consistent execution of service and operational expectations.
- Assist with scheduling, attendance monitoring, daily staffing adjustments, and coverage based on operational needs.
- Partner closely with Front Desk, Housekeeping, Food & Beverage, Spa, Engineering, Security, and other departments to coordinate guest needs and resolve service opportunities.
- Ensure team members maintain professional appearance, property knowledge, communication standards, and appropriate guest confidentiality.
- Escalate recurring operational concerns, staffing needs, service trends, and performance matters to the Senior Guest Services Manager and Director of Front Office.
- Assist with Front Desk and Guest Experience management coverage as business needs demand, ensuring seamless operations, strong leadership presence, and consistent service standards.
- Lead daily management meetings, including the Daily Review and Arrivals Meeting, ensuring alignment on operational priorities, guest needs, and key arrivals.
- Ensure accurate and consistent revenue capture across all guest service experiences, with particular focus on parking, group deliveries, and transportation services.
Full-Time/Part-Time Full-Time
Salary Range $95,000 Annually
Exempt/Non-Exempt Exempt
This position is currently accepting applications. 
