Manager, Guest Experience

Crescent Careers • San Francisco, CA

2d • Onsite

About The Position

The Manager, Guest Experience is responsible for the long-term direction and oversight of guest service, concierge, valet, door, and bell desk operations at The Marker Hotel Union Square. The role oversees departmental policies and procedures, promotes effective communication and operational efficiency, and collaborates with department heads to improve the guest journey, hotel reputation, performance, and guest satisfaction. Through leadership, operational insight, and training, the manager helps ensure a seamless guest experience from arrival through departure.

The role leads front-of-house operations and team development, manages service standards and recovery, monitors guest satisfaction and operational performance, and supports financial, administrative, and overnight functions. Responsibilities also include maintaining knowledge of hotel systems and platforms, overseeing VIP and group experiences, serving as Manager on Duty, and ensuring compliance with hotel policies and relevant audit requirements.

The Marker Union Square is described as a distinctive boutique hotel in San Francisco, part of the Preferred Hotels & Resorts collection. The job description states that other job-related duties may be assigned by the associate’s supervisor and that the description may change at the company’s discretion.

Requirements

• Previous hotel leadership experience; experience as a Front Office Manager or Assistant Front Office Manager is ideal.
• Strong knowledge of hotel systems, operations, and guest-service best practices.
• Proven ability to lead, coach, and develop a team in a fast-paced hospitality environment.
• Excellent communication, problem-solving, and decision-making skills.
• Financial acumen and experience with labor forecasting, scheduling, and budget management.
• Ability to maintain professionalism under pressure and provide empathetic, efficient service recovery.
• Ability to adapt to changes in the work area and hotel procedures and willingness to learn new skills or improve existing ones.
• Ability to solve routine job-related problems and ask for help when unsure how to perform a task.
• Adherence to hotel security policies and procedures, including key controls, lifting heavy objects, using chemicals, and reporting safety concerns.

Nice To Haves

• Previous experience as a Front Office Manager or Assistant Front Office Manager.

Responsibilities

• Oversee guest experience, concierge, valet, door, and bell desk operations to ensure smooth and efficient front-of-house functions.
• Develop, implement, and enforce departmental policies and procedures to optimize workflow and communication across the hotel.
• Collaborate with department heads to ensure team members are trained on hotel policies, procedures, and service expectations.
• Lead recruitment, selection, onboarding, and training, including property orientation, hotel systems, security procedures, cash handling, and service standards.
• Oversee compliance and training for web-based support services, including Iprefer Loyalty, Preferrednet, Expedia, Booking, Hotel Tonight, Airbnb/Rocket Stay, CapitalOne, Social Stations, Revinate, Micrometrics, Medallia, and TripAdvisor.
• Maintain expert knowledge of property systems, including PMS, CRS, and guest engagement platforms, and ensure the team is trained on operational technologies.
• Lead monthly departmental meetings focused on service, team building, performance goals, and next steps.
• Analyze guest satisfaction data, online reputation metrics, and operational performance trends to identify service and operational improvements.
• Manage special projects, participate in committees, and oversee initiatives that contribute to operational excellence.
• Ensure compliance with relevant components of the Crescent Internal Audit.
• Serve as Manager on Duty, prepare and lead daily Stand-Up communication, and maintain a visible leadership presence throughout the hotel.
• Maintain knowledge of and compliance with hotel policies, procedures, and standards across front-office functions.
• Oversee budget management, labor forecasting, and cost control while maintaining financial targets and appropriate front desk coverage.
• Oversee daily, weekly, and monthly shift logs, documentation, and financial close-out procedures for accuracy.
• Review and verify group bookings, including reservations, routing, charges, and guest experience planning.
• Anticipate guest needs, communicate proactively with VIP and repeat guests, and promote a seamless guest experience.
• Lead guest satisfaction initiatives, oversee service recovery, and support improvement of Net Promoter Scores (NPS).
• Oversee leadership development and training strategies to build service culture and operational expertise within the front-of-house team.
• Maintain knowledge of hotel features, room types, rates, promotions, occupancy, and guest arrivals and departures to support front desk operations.
• Assign work duties, follow up on task completion, and monitor team performance against service standards.
• Oversee group check-ins and VIP handling to provide personalized guest experiences.
• Manage overbooked situations and guest relocations with a focus on satisfaction and seamless resolution.
• Coordinate amenity deliveries with bell staff and ensure timely service for special guest requests.
• Provide performance feedback through evaluations, coaching, and professional development initiatives.
• Oversee operational improvements to front-office areas, including the lobby experience, guest arrival flow, and service infrastructure.
• Support night audit operations and coordinate with Accounting to promote accurate financial reporting and smooth overnight functions.
• Maintain professionalism and treat guests and associates with courtesy and respect.
• Meet hotel standards for work procedures, dress, grooming, punctuality, and attendance; adapt to changes and seek assistance when needed.
• Follow hotel security policies and procedures, including key controls, safe lifting, chemical use, and reporting safety hazards or concerns.

Benefits

• Opportunities for career growth and professional development.
• Collaborative, supportive, and engaging work environment.
• Opportunity to join a dynamic leadership team committed to operational excellence and service innovation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed