Guest Services Manager

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 Job Purpose The Guest Services Manager consistently delivers results that contribute to the overall success of the hotel and the department by meeting performance objectives linked to revenues, business effectiveness, and efficiencies while delivering exemplary customer service. Responsibilities Work with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel. Accountable for satisfaction scores for front desk operations and address deficiencies immediately. Collaborate with the corporate training department to develop action plans to reach expected guest satisfaction goals. Train guest service agents on proper front desk procedures. Recruit, interview, and select front desk candidates in conjunction with the General Manager. Prepare weekly schedules for front office staff. Address performance deficiencies through coaching and disciplinary actions. Complete performance evaluations for front office staff in a timely manner. Post weekly guest satisfaction scores for hotel associates. Ensure staff are in compliance with clean, neat uniforms and name badges. Produce timely, high‑quality reports for corporate, ensuring accurate and monitored rates. Manage inventory in the property management system and review work generated by the night auditor. Maintain regular attendance, punctuality, and high standards of personal appearance in accordance with the dress code. Perform any other duties as requested by the supervisor. Desired Competencies, Work Skills and Knowledge Organizational Support – Observe and adhere to safety and security procedures; ensure new hires complete orientation. Initiative – Seek new assignments and additional duties; provide effective solutions and ask the right questions. Dependability / Reliability – Complete tasks and follow up; cover responsibilities when absent. Accountability – Own job performance; notify stakeholders of alternate plans if needed. Productivity Standards – Organize resources and coordinate with other functions to meet objectives efficiently. Problem Solving – Identify and resolve issues using intuition, experience, and data analysis. Workplace Respect – Promote a harassment‑free environment; show respect for cultural differences. Oral / Written Communication – Practice attentive listening and active participation in meetings. Customer Service Skills – Solicit feedback to improve service; respond promptly to guest needs. Financial Management – Monitor and control labor costs; seek overtime approval when required. People Management – Provide regular performance feedback and proactively address staff concerns; develop staff for high customer service scores. Education & Experience Requirements Bachelor’s degree from a four‑year college or university; or one to two years of related experience and/or training; or an equivalent combination of education and experience. Required Knowledge and Abilities Read and interpret documents such as safety rules and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees. Calculate figures and amounts such as discounts, interest, commissions, and percentages. Perform basic computer functions; knowledge of Outlook, Word, and Excel. Supervisory Responsibilities Manage and oversee front office staff, providing coaching, feedback, and performance evaluations. Work Environment Indoor environment with minimal to moderate noise consistent with a hotel setting. Physical Demands Stand for more than two‑thirds of the shift. Walk less than one‑third of the shift. Sit less than one‑third of the shift. Lift up to 15 lbs less than one‑third of the time. Push or pull up to 15 lbs. 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. Benefits Medical, dental, and vision coverage PTO and 401(k) matching Wellness support, life and disability coverage, and savings accounts Tuition aid and travel & lodging perks Application deadline: 2026-05-18. This position will no longer be available after the stated date. #J-18808-Ljbffr