Guest Service Manager

Omni San Francisco
Set amid the iconic charm and sweeping views of San Francisco, the Omni San Francisco Hotel offers a refined escape for both leisure and business travelers. Located in the heart of the Financial District, just moments from Union Square, the Embarcadero, and the city's most celebrated attractions, our four-star hotel seamlessly blends timeless luxury with contemporary style.
Guests can relax in beautifully appointed accommodations featuring plush comforts and elegant design, savor locally inspired cuisine at our signature restaurant, or enjoy a handcrafted cocktail in the warmth of our inviting lounge. Business travelers will appreciate our state-of-the-art meeting spaces, personalized service, and convenient access to major corporate offices and transportation hubs.
Whether you're here to explore San Francisco's renowned culinary scene, stroll through its historic neighborhoods, or host a productive business meeting in a setting of sophistication, the Omni San Francisco Hotel provides the perfect balance of comfort, service, and location.
We are equally dedicated to creating a culture of warmth, respect, and growth-where associates are empowered to deliver exceptional service, create memorable moments for our guests, and grow personally and professionally as part of a team that takes pride in genuine hospitality.
Discover a destination where classic elegance meets modern convenience - and every stay feels uniquely San Francisco.
Overview:
The Guest Service Manager is responsible for delivering exceptional guest experiences by assisting the daily operation of the Front Office and the Guest Services team while fostering a culture of genuine hospitality, personalized service, and operational excellence. This leader serves as a visible ambassador of the hotel, ensuring every guest interaction reflects Omni's commitment to luxury service.
The Guest Service Manager partners closely with all hotel departments to anticipate guest needs, resolve service opportunities, and create memorable experiences that inspire guest loyalty. Through coaching, collaboration, and continuous improvement, this role drives guest satisfaction, operational efficiency, and team engagement.
Responsibilities:
* Champion the hotel's pre-arrival, arrival, in-house, loyalty recognition, and departure experiences.
* Serve as the primary point of contact for guest concerns, requests, and service recovery, ensuring timely, effective resolution and seamless service delivery.
* Conduct regular inspections of the lobby and public areas, collaborating with Housekeeping and Engineering to ensure luxury brand standards and an exceptional guest experience are consistently maintained.
* Review guest feedback and operational trends with department leaders to identify opportunities for continuous service improvement.
* Partner with the Loyalty Ambassador to review upcoming VIP, celebration, and repeat guest profiles to identify unique opportunities for custom welcome amenities and room setups.
* Anticipate guest needs and proactively create memorable, personalized experiences.
* Maintain a visible presence throughout the hotel, engaging with guests and supporting daily operations.
* Develop thoughtful and creative guest experiences tailored to individual preferences, special occasions, and travel purposes.
* Lead the daily Guest Engagement process by partnering with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to coordinate personalized guest experiences.
* Communicate VIP arrivals, guest preferences, and service opportunities to operational teams to ensure flawless execution.
* Document guest preferences, allergies, special requests, and successful service recoveries within the guest profile system to enhance future stays and build guest loyalty.
* Monitor guest feedback through Medallia and other guest satisfaction platforms to identify trends and opportunities for improvement.
* Works with department head to develop and implement departmental strategies to ensure delivery of service
* Achievement of Medallia and guest satisfaction goals.
* Additional duties as assigned by the General Manager or Department Head.
Qualifications:
* Minimum of 2-3 years of leadership experience in Front Office, Guest Relations, Concierge, or Guest Services within a luxury or upscale hotel environment.
* Demonstrated emotional intelligence with the ability to anticipate guest needs and build meaningful guest relationships.
* Proven ability to create memorable, personalized guest experiences through creativity, initiative, and attention to detail.
* Resourcefulness: Excellent local knowledge and the savvy to source unique items, gifts, or experiences on tight timelines.
* Proficiency in the use of a computer is necessary (i.e. Microsoft Office Suite).
* Excellent verbal and written professional communication skills are required.
* Must demonstrate strong leadership skills and the ability to develop the team.
* Ability to remain calm and make sound decisions in a fast-paced environment.
* Must be detail-oriented and organized.
* Must be able to work closely and communicate with all associates, departments, guests, and clients in a professional manner.
* Must be highly service-oriented.
* The ability to work a flexible schedule, including nights, weekends and holidays.
Salary range $85,000- $92,000
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:
EEOC is the Law Poster.
Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.
If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: View email address on click.appcast.io.