Guest Services Manager ("Gerente de Servicios al Cliente")

LOCATION

The Lodge at Torrey Pines
Step into the timeless craftsman charm of The Lodge at Torrey Pines . Overlooking the world-renowned Torrey Pines Golf Course with views of the Pacific Ocean, the AAA Five Diamond rated resort features 170 rooms and suites, 2 restaurants, a full-service spa, versatile meeting spaces, and unprecedented service.

The following position will be filled in accordance with the process set forth in California Labor Code Section 2810.8 and San Diego Municipal Code 311.0101 et. seq.

The Lodge at Torrey Pines is owned by Evans Hotels , LLC, a family-owned and operated business committed to supporting and enhancing employee well-being through a variety of programs that nurture our staff professionally and personally. We offer hands-on manager and leadership training, employee appreciation days, and staff awards and recognition. Our team is also dedicated to serving our community through initiatives like company-wide beach clean-ups and volunteer opportunities.

SUMMARY
The Guest Services Manager ("Gerente de Servicios al Cliente") provides our guests with personal service and attention that will exceed their expectations and uphold Five Diamond service. This important position provides direct oversight management of Valet, Concierge, Courtesy Car Drivers, Door Attendants, Bell Staff and Front Desk to ensure quality guest satisfaction and operational integrity.

PAY & PERKS

• Compensation: $68,640 - $72,000 DOE**
• Earn $1000 for Culinary, Engineering, Housekeeping, and $350 for all other roles. for each hired referral at any Evans Hotels property.
• Discounted Hotel Rooms for you, family and friends.
• Free Employee Parking and/or discounted MTS Pronto card.
• Free Meals & Refreshments during working shifts.
• Career advancement opportunities!
• Health (including SIMNSA), Dental, Vision, 401k with match, life insurance, sick and vacation time.
• Discounts on cell phone bills, shoes, gym memberships, and more!

ESSENTIAL DUTIES

• Convey a favorable image of the organization by projecting a positive, professional appearance and demeanor to our guests. Upholds hotel standards
• Interact frequently with guests and associates to ensure guest expectations are met by guest service team and work to exceeded expectations and provide guest service recovery.
• Oversee Valet operations, ensuring prompt and secure vehicle handling and adherence to valet procedures and safety protocols
• Supervise Bell Services team ensuring luggage handling, escort services, room orientation, and lobby presence are executed at the hotel standard offering guests a seamless luxury experience.
• Assist Concierge team in satisfying guest requests and coordinate advanced planning for an exceptional guest experience.
• Supervise door attendants, bell attendants, valet, concierge and front desk to uphold hotel standards, provide training and communicate performance expectations. Handle associate question and concerns and helps manage schedule.
• Ensure all aspects of the operations are fully coordinated and proceed smoothly by communicating with the appropriate departments. Review information in the room and catering operations reports to execute events and group arrivals.
• Develops an effective guest history and VIP program.
• Establish and maintain an effective communication and information system through logs and meetings.
• Ensure the public areas and hotel equipment a well maintained and clean.
• Provide a safe and secure environment for both our guests and colleagues by knowing, training and assisting in safety and emergency procedures.
• Performs additional duties and responsibilities as directed by the leadership team.
• Monitor guest feedback platforms (e.g., Medallia) and service scores to identify trends and take corrective or celebratory action as needed.
• Foster a collaborative and respectful work culture, leading by example and providing consistent communication and support to all team members.
• Maintain full knowledge of resort amenities, local attractions, and upcoming events to ensure the team is informed and prepared to assist guests effectively.

QUALIFICATIONS

• Minimum 3–5 years of leadership experience in luxury hotel operations, with demonstrated responsibility across Front Office or Guest Services.
• Strong leadership and communication skills with the ability to motivate and develop teams.
• In-depth knowledge of Forbes and/or AAA Five Diamond service expectations.
• Proficiency with hotel property management systems (e.g., Opera, HMS) and Microsoft Office Suite. Flexible schedule availability, including weekends and holidays.
• Availability to work on weekends and holidays is required.
• Ability to maintain a friendly, team-oriented, positive attitude and a professional appearance at all times.
• Ability to stand, kneel, squat for prolonged periods of time, up to and including, the entire shift and lift up to 25 lbs.
• The following position will be filled in accordance with the process set forth in California Labor Code Section 2810.8 and San Diego Municipal Code 311.0101 et. seq.

**The pay scale posted is the salary or hourly wage range that the employer reasonably expects to pay for the position during the first year of employment. The posted range does NOT include potential additional types of compensation, such as gratuities, service charges, commissions, or bonuses. Actual compensation offered may fluctuate based on qualifications and/or experience.