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Guest Services Manager

Stonebridge Hospitality Associates, LLC -
Walnut Creek, CA

Quick Apply

Job Details

Full-time
$75,000 a year

Benefits

Disability insurance
Health insurance
Dental insurance
Paid time off
Vision insurance
401(k) matching

Qualifications

Customer communication

Full Job Description

City, State:

Walnut Creek, California

Title: Guest Service Manager

Location: Walnut Creek, CA

FLSA: Exempt

Status: Full-time

Reports to: Assistant General Manager

Supervises: Front Desk Team Members

Pay Range: 75,000.00

The purpose of a GUEST SERVICES MANAGER is to consistent deliver results that contribute to overall success of the hotel and the department by accomplishing performance objectives linked to revenues, business effectiveness and efficiencies and delivering exemplary customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
Effectively trains guest service agents on proper front desk procedures.
Recruits, interviews and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
May prepare weekly schedules for front office staff.
Address performance deficiencies of front office staff through coaching and disciplinary actions.
Complete performance evaluations for front office staff timely.
May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
Required reports are timely and of a quality that can be shared with corporate.
Rates are accurate and monitored daily.
Is proficient at managing inventory in the property management system.
Frequently meets with and reviews work generated by the night auditor.
Maintains regular attendance and is consistently on time.
Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
Performs any other duties as requested by supervisor.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.

DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE

To perform the job successfully, an individual should demonstrate the following competencies. Other competencies not listed may be required for specific positions. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Associate demonstrates ORGANIZATIONAL SUPPORT

Observes and adheres to safety and security procedures, promoting a safe work environment.
Ensures new hires complete new hire orientation.

Associate demonstrates INITIATIVE

Seeks out new assignments and assumes additional duties when necessary.
Able to reach effective solutions, poses good questions, consults helpful resources, and does not stop at the first answer he/she comes across.

Associate demonstrates exemplary DEPENDABILITY / RELIABILITY

Can be relied upon regarding task completion and follow up.
Ensures work responsibilities are covered when absent.

Associate demonstrates ACCOUNTABILITY for their job performance

Takes ownership of all work performed and communicated.
Completes tasks on time or notifies appropriate person with an alternate plan.

Associate demonstrates acceptable PRODUCTIVITY standards

Organizes resources, performs tasks, and coordinates with other functions to most effectively and efficiently perform work responsibilities and accomplish objectives on a timely basis.
Assists department in exceeding productivity standards.

Associate demonstrates effective PROBLEM SOLVING

Identifies and resolves problems in a timely manner, using intuition and experience to complement data.
Gathers and analyzes information skillfully.

Associate demonstrates WORKPLACE RESPECT to all associates

Demonstrates knowledge of EEO policy and promotes a harassment-free environment.
Shows respect and sensitivity for cultural differences.
Able to build morale and group commitments to achieve goals and objectives.

Associate demonstrates effective ORAL /WRITTEN COMMUNICATION

Practices attentive and active listening with all employees.
Listens without interruption and gets clarification.
Actively participates in meetings, contributing ideas to improve the company.

Associate demonstrates excellent CUSTOMER SERVICE SKILLS

Solicits customer feedback to improve service.
Personally demonstrates a commitment to customer service by anticipating and responding promptly to guest needs.

Associate demonstrates effective FINANCIAL MANAGEMENT skills

Monitors and controls labor costs.
Seeks approval for overtime, if required.

Associate effectively MANAGES PEOPLE

Provides regular performance feedback and proactively addresses performance concerns of staff.
Develops staff so that successful customer service scores are achieved.

EDUCATION AND EXPERIENCE REQUIREMENTS:

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

QUALIFICATIONS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
Ability to interpret and perform basic computer functions. Knowledge of Outlook, Word, and Excel.

SUPERVISORY RESPONSIBILITIES

Position has supervisory responsibilities of front office staff.

WORK ENVIRONMENT

The work environment normally entails the following:

Indoor work environment
Minimal to moderate noise levels consistent with hotel environment

PHYSICAL DEMANDS:

During the course of performing the physical demands of this position, associates are expected to observe and adhere to safety and security procedures, promoting a safe work environment.

The physical activity normally entails the following attributes.

Position is expected to:

Stand more than 2/3 of the time
Walk less than 1/3 of the time
Sit less than 1/3 of the time
Lift up to 15 lbs less than 1/3 of the time.
Push / pull up to 15 pounds.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

2026-05-18

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

Quick Apply

Refine Your Search

assistant general manager jobs in san leandro ca

Guest Services Manager

Assistant General Manager

Assistant General Manager (SFO)

Hotel Assistant General Manager

Assistant Store Manager

Onsite Assistant Property Manager (East Bay)

Assistant General Manager - Airport Lounge

Assistant General Manager

Store Manager - 88

Assistant Manager Self Storage (Part-Time)

Key Holder

Leasing Agent

Branch Operations Assistant

Service Manager, Non-exempt

Front End Manager Supermarket / Grocery

Assistant Store Manager

Assistant Studio Manager

Assistant Grocery Manager

Assistant Deli Manager

Client Operations Supervisor

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