Overview:
Directly manage the Guests Services department by providing supervision, training, scheduling and evaluating of performances of the Concierge team, ensuring that all procedures are performed to the hotel's standards. Focus on pre-arrival coordination with all guests and VIPs. Secondarily, work closely with LAZ operation in Bell & Valet to ensure an efficient operation that provides service at a high level. Elevate departments in all aspects of service as part of ongoing quest to achieve five stars with Forbes. Where necessary, performs the daily responsibilities of Associates within purview.
Supervises: Guest Services: Concierge, Porter & Valet
Responsibilities:
Guest Experience
- Lead the Guest Services operation, ensuring Forbes Five Star standards are consistently executed across Experience Concierge, VIP Services, Valet, Porter, Transportation, and Guest Relations.
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Oversee all pre arrival communications for leisure and VIP guests, ensuring personalized itineraries, preferences, amenities, and special occasions are thoughtfully coordinated prior to arrival.
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Direct the Experience Concierge operation for both pre arrival and in house guests, ensuring prompt response times, proactive service, and seamless itinerary coordination.
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Oversee the resort's VIP Recognition Program, ensuring personalized gifts, amenities, room inspections, arrivals, and departures are executed to the highest standard.
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Partner with In Room Dining and other operational departments to curate creative, personalized amenity experiences.
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Personally greet, escort, and oversee arrivals of VIP guests and continue to support them throughout their stay and through their departure.
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Resolve guest concerns promptly and professionally, ensuring guest satisfaction is maintained.
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Monitor guest satisfaction platforms, ensuring timely follow up, coaching opportunities, and service recovery actions.
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Maintain expert knowledge of all resort accommodations, amenities, dining venues, recreational offerings, promotions, and local experiences.
Department Operations
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Oversee the daily operation of Experience Concierge, Valet, Porter, and VIP services.
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Partner with Valet leadership to develop operational plans for arrivals, departures, special events, holidays, and peak occupancy periods.
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Represent Guest Services during pre conference meetings and coordinate transportation, porter, and VIP requirements for group arrivals.
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Review daily occupancy, arrivals, departures, VIPs, group activity, and operational forecasts to proactively anticipate guest needs.
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Review and approve transportation requests, late departures, amenity deliveries, and special accommodations based upon business levels.
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Ensure all guest communication logs, service requests, and operational follow up are completed accurately and timely.
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Monitor front drive operations, lobby flow, and guest arrival experience, assisting operational teams during peak demand periods.
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Ensure all operational systems including Opera Cloud, Alice, HotSOS, OpenTable, FareHarbor, Intelity, Zingle, and related platforms are utilized effectively.
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Oversee safe deposit procedures, guest valuables, lost and found, guest mail, package handling, and security protocols.
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Partner closely with Housekeeping, Front Office, Engineering, Food and Beverage, Recreation, and Security to ensure seamless guest experiences.
Leadership & Team Development
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Recruit, interview, onboard, and retain exceptional Guest Services talent.
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Develop, coach, and mentor Experience, Porter, Valet and Guest Services/Parking leaders to ensure consistent operational excellence.
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Conduct daily stand up meetings, operational briefings, and departmental communication.
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Audit service delivery daily and provide real time coaching to reinforce Forbes standards and luxury hospitality expectations.
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Conduct performance evaluations, progressive coaching, recognition, and disciplinary action as appropriate.
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Foster a culture of engagement, accountability, recognition, and continuous improvement.
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Develop and facilitate department training programs, onboarding, SOP development, and ongoing professional development.
Financial & Administrative Responsibilities
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Prepare departmental schedules based upon occupancy forecasts, productivity standards, and labor budgets.
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Monitor labor, operating expenses, and departmental revenues, ensuring financial goals are achieved.
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Establish inventory levels for departmental supplies and oversee purchasing as needed.
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Prepare payroll, administrative reporting, operational documentation, and department communications.
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Maintain departmental SOPs and ensure compliance with all resort policies, safety standards, and operating procedures.
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Complete operational audits, maintenance requests, follow up documentation, and shift transitions.
Cross Functional Support
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Support Front Office leadership during periods of high occupancy by assisting with lobby management, arrivals, departures, and guest flow.
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Collaborate with all resort departments to create seamless guest experiences while promoting exceptional interdepartmental communication.
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Perform additional duties and special projects as assigned by the Director of Guest Services.
Additional Duties & Responsibilities:
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Complete and direct scheduled inventories.
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Prepare weekly breakdown of labor expenses for Guest Services
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Conduct quarterly departmental meetings.
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Attend designated meetings.
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Provide guest room tours on site visits
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Act as a Mod when required
Qualifications:
- Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
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Strong organization, motivation, and interpersonal skills.
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Critical thinking, problem solving, judgement and decision making abilities.
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Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
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Detailed oriented and strong organizational and multi-tasking skills.
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Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Does not show frustration when dealing with upset guests or associates.
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Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
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Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
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Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.
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Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.
Essential:
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High school graduate or equivalent vocational training certificate, college degree.
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Previous experience with cash handling.
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Three to five years of experience as a Guest Service or Front Desk Manager, preferably in a 2-45 diamond/star style hotel.
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Fluency in English both verbal and non-verbal.
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Compute basic arithmetic.
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Familiarity with yield management and cost controls.
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Ability to:
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Perform job functions with attention to detail, speed and accuracy.
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Prioritize and organize.
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Be a clear thinker, remaining calm and resolving problems using good judgment.
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Follow directions thoroughly.
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Understand guest’s service needs.
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Work cohesively with co-workers as part of a team.
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Work with minimal supervision.
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Maintain confidentiality of guest information and pertinent hotel data.
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Ascertain departmental training needs and provide such training.
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Direct performance of staff and follow up with corrections when needed.
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Input and access information in the property management system/computers/point of sales system.
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Valid CA driver's license with a clean driving record.
Desirable:
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College degree.
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Certification in CPR.
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Ability to suggestively sell.
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Previous guest relations training.
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Experience using Opera.
Compensation:
Base Pay Start Rate: $90,000/Yr. - $95,000/Yr. + Bonus!
We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match!
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