Guest Service Manager

Guest Services Manager

The Guest Services Manager responds to a wide variety of guest requests and accurately assesses the guest needs and requests and adds personal recommendations and touches to achieve maximum customer satisfaction. This position works closely with the Front Office Manager to develop and train the Guest Service Staff.

Perks and Benefits: When you feel good, you do good. At Onni we put your health at the forefront and give you the choice to select a benefits package that best represents you. From no cost to $18, $44, or $112 per pay our PPO, HSA, and HMO have you covered. In addition, we offer:

• 3 weeks PTO
• 401(k) match
• Annual education allowance of up to $1,000
• Referral program
• Free Onsite Parking or Commuting Support
• Residential housing discount after 1 year of continuous employment
• Friends and family rates for our Hotel Properties throughout the company

What Will You Do?

• Assist in the development and training of the Guest Service Staff.
• Acts as lead on guest requests and/or concerns.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist customers in all inquiries in connection with our services, hours of operations, key personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and Level practices.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Complies with Work Rules and Standards of Conduct.
• Works harmoniously and professionally with co-workers and supervisors.
• Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas to provide information, ticketing, and reservations for guests.
• Stores and retrieves guest luggage and packages.
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Valet Parking, and lobby coverage.
• Provide basic troubleshooting support for in-room services such as the Internet, TV movies, games, and Web service.
• Works closely with Valet Parking Staff to ensure the smooth handling of guest vehicles, luggage (if applicable), deliveries, and special requests.
• Works with the Front Office Manager to coach and counsel employees.
• Shows initiative, provides problem solving, staff training, and team leading.
• Integrates and trains new and tenured employees, providing support for skills development.
• Actively works desk shifts to correct guest concerns and teachable moments on the spot.
• Performs other duties as required.

What You Bring?

• High School Degree or equivalent
• BA in the Hospitality Industry preferred.
• Proficiency in MS Project, MS Outlook, MS Word, MS Excel, and MS Windows
• Excellent customer service orientation and excellent interpersonal skills
• Excellent oral and written communication skills

About the Company: Nestled in the heart of vibrant urban destinations, Level luxuriously spacious modern suites, upscale lifestyle amenities, and dedicated concierge service create your personal sanctuary in the city. So, you can settle in for as long as you like, and stay level - with the equilibrium of home, and all the thrill of travel. Available for nightly and extended stays, Level's growing portfolio of award-winning properties can be found in Vancouver, Los Angeles, Chicago and Seattle.

Onni Properties, LLC ("Onni") will consider qualified applicants with arrest or conviction records for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers and the City of Los Angeles Fair Chance Initiative for Hiring, and other local ordinance, as applicable. You do need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Onni is concerned about a conviction or convictions that is/are directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction(s), provide mitigating evidence, or challenge the accuracy of the background report. A criminal history may have a direct, adverse and negative relationship upon certain job duties of this employment position, and such criminal history may result in the withdrawal of a conditional offer of employment.

These job duties are:

• Assist in development and training of the guest service staff.
• Acts as lead on guest requests and/or concerns.
• Complies with Work Rules and Standards of Conduct
• Integrates and trains new and tenured employees, providing support for skills development.

Find out more about the Los Angeles County Fair Chance Ordinance at Find out more about the California Fair Chance Act by visiting the Civil Right's Department Fai Chance Act webpage:

How To Apply: Please apply through the link on the job posting and attach your resume and any other required documents. We thank all applicants for your interest; however only those selected for an interview will be contacted. No phone calls please.

Salary Range: $70,304.00- $72,000.00

About The Company: Onni

For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.

AI Use: This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws.

All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.