Assistant Guest Experience Manager
About The Position
The Marker Union Square is a boutique, independent lifestyle hotel in San Francisco’s Union Square, focused on personalized service and memorable guest experiences. The Assistant Guest Experience Manager supports and elevates daily operations for the Front Office and Guest Experience teams. This leadership role helps create elevated experiences throughout the guest journey, from pre-arrival through departure, while supporting team development, operational consistency, and service excellence. This is an overtime-eligible manager position paid hourly at $31.40 per hour. Overtime applies to hours worked beyond 8 hours in a day or 40 hours in a workweek, in accordance with California labor laws. The position generally works approximately 45 hours per week.
Requirements
- At least 2 years of front office or guest services leadership experience.
- Strong working knowledge of Opera Cloud.
- Passion for hospitality and delivering highly personalized guest experiences.
- Excellent communication, leadership, and interpersonal skills.
- Strong organizational skills and ability to multitask in a fast-paced environment.
- Proven ability to train and develop team members effectively.
- Professional, solution-oriented approach to guest service and operational challenges.
- Flexibility to work evenings, weekends, and holidays as business needs require.
Nice To Haves
- Experience in a luxury, lifestyle, or boutique hotel environment.
Responsibilities
- Lead and support Guest Experience and Front Office teams in delivering warm, personalized, memorable service.
- Assist with day-to-day oversight of front desk operations, guest relations, and service recovery.
- Develop and execute pre-arrival guest engagement programs.
- Use Opera Cloud to manage reservations, guest profiles, billing, room assignments, and operational workflows.
- Coach, train, and mentor team members to uphold luxury hospitality standards and service consistency.
- Respond to guest concerns and feedback promptly, professionally, and empathetically.
- Maintain a visible leadership presence during high-occupancy periods and busy operational shifts.
- Collaborate with Housekeeping, Engineering, Food & Beverage, and other departments to support seamless guest experiences.
- Support scheduling, payroll review, and departmental administrative functions as needed.
- Promote a positive, inclusive, and accountable team culture.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
