Guest Services Manager

Posted June 20, 2025
Santa Monica, California
Full Time

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Shore Hotel

1515 Ocean Avenue
Santa Monica , CA 90401

164 Room Hotel 2 Locations Apply Now Save this job SHARE THIS JOB Email Tweet Facebook LinkedIn Attractive qualities include: a shared passion for the hospitality industry, a commitment to excellence, high standards of integrity, resourcefulness, and leadership skills. If you have what it takes, we'd love to hear from you! Full-Time Days/Evenings

Property:

Shore Hotel

TITLE:

Guest Services Manager

DEPARTMENT:

Guest Services

STATUS:

Exempt, Full Time, Regular (Salary: Up to $80K)

SUPERVISED BY:

Director of Guest Services

SUPERVISES:

Guest Services Agents, Night Auditor, Bellstaff, or as assigned

This position is responsible for ensuring the operation of the Guest Services, and Concierge in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. All Guest Services team members are responsible for championing the companys mission, core values, and holistic business model; promoting diversity and fostering a fair and compassionate work environment.

ESSENTIAL DUTIES:

Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline all Guest Services personnel according to Shore Hotel SOPs.
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Shore Hotel SOPs.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing the status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count. Monitor selling status of house daily, i.e., flash report, allowances, etc.
Attend daily and monthly Rooms Merchandising meetings.
Participate in required M.O.D. program as scheduled.
Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain Shore Hotel SOPs regarding Purchase Orders, vouchering of invoices, and checkbook accounting
Ensure that Wage Progress, Productivity, and the Ten-Day Forecast are completed on a timely basis according to SOPs.
Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis.
Monitor proper operation of the P.B.X. console and ensure that employees maintain Shore Hotel SOPs in its use.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Shore Hotel SOPs.
Ensure implementation of all Shore Hotel policies and house rules. Understand hospitality terms.
Ensure sign-off of all Service Standards by Position for Guest Services staff.
Assist in the preparation of revenue and occupancy forecasting.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Must maintain constant communication with Housekeeping and Reservations
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
Coordinate all aspects of the ongoing implementation of the Shore Hotel philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Follow and enforce all Shore Hotel credit policies.
Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
Maintain and monitor 'Lost and Found' procedures and policies according to Shore Hotel standards.
Establish and maintain key control system.
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
Monitor all VIPs, special guests, and requests.
Maintain required parts of all front office and stationery supplies.
Review daily Front Office work and activity reports generated by Night Audit.
Review Front Office log book and Guest Request log on a daily basis.
Conduct meetings according to Shore Hotel standards as required by management.

ESSENTIAL JOB QUALIFICATIONS & COMPETENCIES:

Proven success in the following job competencies:

Honesty; has honest, direct, and factual communication and actions with internal and external customers.

Collaboration; proactive in building supporting, nurturing, and service-oriented relationships with employees; works collaboratively to resolve problems and enhance productivity; Remains open to others' ideas and tries new things.

Integrity & Loyalty; conducts self with high level of ethics and makes decisions with honest intentions that are in the best interest of the company and employees. Keeps commitments; inspires the trust of others; Works with a high level of integrity and ethically; Upholds organizational values.

Humble; conducts self and treats all employees with respect; without arrogance, degradation, or coercion; treats all employees with equal regardless of position/status.

Innovation; constantly searches for best practices in technology, services, and procedures. Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.

Analytical: Highly detail-oriented, proficient with managing, editing, analyzing large volumes of complex numerical data.

Flexible; considers others point of view to find the best solution for customer and company; proven ability to be flexible and adapt to change; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays.

Problem Solving : Uses a professional, neutral/unbiased, and highly diplomatic interpersonal approach.

Interpersonal: Customer-focused and effective relationship-building skills; ability to effectively interact with all employee levels; frontline, Managers, Directors, Executives;

Diversity: Strong commitment to diversity and equality in a company culture.

Communication: Strong communication (verbal and written) and presentation skills.

Multi-Tasking : Ability to operate under pressure in a fast-paced environment; able to deliver effective results, meet tight deadlines and targets.

EXPERIENCE:

Must have held a minimum of 3 years of experience as Front Office Manager or Guest Services Manager in the hotel industry; boutique hotel experience would be preferred.
Hotel management experience is required.
Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook. Experience in Opera is helpful.
Must have a valid driver's license from the applicable state.

EDUCATION:

A bachelors degree in business, management, or hospitality, or an Associate of Arts degree in a related field is required.

WORKING CONDITIONS & PHYSICAL WORK DEMANDS:

Able to sit and work at a computer keyboard for extended periods of time.
Able to stoop, kneel, bend at the waist and reach on a daily basis.
Able to lift and move up to 20 pounds occasionally.
Regular and on-time attendance is critical.
Hours occasionally exceed 40 hours per week.
Ability to stand during shifts

OTHER:

Other duties as assigned.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

COMPANY BENEFITS: