Guest Services Manager

AccorHotel•San Francisco, CA

11h•Onsite

About The Position

The Guest Service Manager is responsible for delivering exceptional guest experiences by overseeing Bell and Door operations. This role leads, trains, and supports the team to ensure smooth daily operations, prompt issue resolution, and consistently high service standards throughout the guest journey. The ideal candidate is a hands-on leader with a passion for hospitality, strong problem-solving skills, and a guest-first mindset. Summary of Responsibilities: Reporting to the Director of Front Office, the Guest Services Manager, responsibilities and essential job functions include but are not limited to the following:

Requirements

2–5 years of hotel front office or guest services experience, including supervisory or management experience
Must be able to work weekends and holidays
Must maintain flexible schedule with possibility to work morning, evening and overnights
Highly organized, results-oriented with the ability to be flexible and work well under pressure.
Excellent written and verbal interpersonal and communication skills
Must possess a professional presentation
Strong problem-solving abilities
Ability to work in a fast-paced environment
Ability to work cohesively as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times

Nice To Haves

Previous Property Management System experience preferred
University/College degree in a related discipline an asset
Computer literate in Microsoft Window applications preferred

Responsibilities

Ensure a warm, welcoming, and seamless guest experience at all touchpoints
Lead by example with a strong service culture and professional presence
Anticipate guest needs and personalize service whenever possible
Foster a positive, collaborative, and accountable team environment
Lead and supervise Bell and Door operations
Recruit team members
Conduct training and audits of guest interactions and service delivery to ensure compliance with established standards
Conduct performance evaluations and provide ongoing coaching and feedback
Conduct regularly scheduled departmental meetings
Manage labor and payroll functions
Prepare schedules for review by Director of Front Office
Manage the departmental budget
In the absence of Guest Experience Manager, champion guest recovery of all in house guests
Thoroughly review weekly Group Resumes and strategize for smooth arrival, departure, and in-house flow in partnership with the Director of Front Office
Provide weekly and daily Group Resume overview for all Front Office team members to ensure a smooth experience
Conduct regular inspections of public areas to ensure cleanliness
In the absence of Guest Experience Manger, point of contact for VIP guests acting as hotel liaison for guest requests in house with the intent of offering tailored experiences and establish relationships aimed at building loyalty and repeat business
Develop and maintain strong relationship with other operational departments
Meet, greet and escort guests as required
Own the curbside check-in process from pre-arrival, room readiness, to welcome, and assist with doorperson capture at peak arrival times
Ensure compliance with hotel policies, brand standards, and safety procedures
Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff
Additional duties as assigned including Manager on Duty
Will assist with core duties of the Guest Experience Manager in the absence of the Guest Experience Manager as assigned by the Director of Front Office