Guest Services Manager

Full-Time

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.

EOE/M/F/D/V/SO

We participate in E-Verify