Guest Service Manager-OEM

San Francisco, CA, USA|Onsite

Job Overview

Employment Type

Hourly

Compensation

Hourly

Range $31.00 - $32.00

Work Schedule

Standard Hours

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Vacation Time

sick leave

Holiday pay

401(k) Plan

Job Description

The Jay, Autograph Collection, stands as San Francisco's newest luxury lifestyle hotel, celebrated for blending classic San Francisco charm with modern, sophisticated design. Located in the vibrant heart of the Embarcadero and adjacent to the historic Jackson Square, The Jay offers guests an enriching experience that honors the makers and innovators who have shaped the city's rich cultural tapestry. This meticulously renovated property is more than just a hotel—it's a vibrant community hub where guests can discover authentic local connections and enjoy thoughtfully curated offerings that pay tribute to San Francisco’s heritage and future. The name "Jay," derived from the Latin term meaning "to celebrate," reflects the hotel's mission to delight visitors with exceptional service and discovery.

The Jay seeks passionate associates who are committed to exceeding guest expectations through professional yet personable service. As a member of the team, you will act as a "friend-in-the-know," helping luxury lifestyle guests navigate and embrace all that San Francisco has to offer. This role places a strong emphasis on guest service excellence, staff development, and operational efficiency in a luxury hotel environment. The hotel offers a competitive compensation package, including hourly wages ranging from $31.00 to $32.00, alongside comprehensive benefits designed to support the well-being of their team.

As a Front Office Manager at The Jay, you will oversee guest service standards during arrivals, departures, and throughout guest interactions to ensure a seamless hospitality experience. Your responsibilities will include supervising front desk operations, managing reservations and room inventory, and utilizing technology and systems to elevate guest satisfaction. You will play a critical role in monitoring guest feedback, ensuring brand standards are met, and fostering a collaborative work environment across hotel departments. Strong leadership skills will be essential as you recruit, train, and mentor front office staff to foster a culture of excellence and continuous improvement.

This opportunity offers the chance to be part of an exciting chapter in The Jay's history, contributing directly to the growth and reputation of a luxury destination that now shines as a jewel in San Francisco’s Embarcadero, Jackson Square, and Financial District neighborhoods. If you enjoy working in a dynamic team environment where dedication is rewarded and fun is never forgotten, this role will be a perfect fit. The Jay also values diversity and encourages applications from candidates with a broad range of backgrounds and experiences, including U.S. military veterans. Join us and help continue to build an unforgettable guest journey in one of the city’s most compelling lifestyle hotels.

Job Requirements

Minimum of 2 years front desk experience, preferably in leadership role
Proficient with PMS system
Advanced knowledge of brand's reward program
Able to handle cash and credit transactions
Computer literacy and financial management skills
Effective interpersonal and communication skills
Knowledge of local area attractions and transportation
Ability to remain calm and alert during emergencies
Understanding of federal, state and local employment laws
Ability to make sound business decisions
Knowledge of hotel operations
Ability to establish and maintain working relationships with staff and customers

Job Qualifications

Minimum of 2 years Front Desk experience, preferably in leadership role
Proficient with PMS system
Advanced knowledge of brand's reward program
Able to handle cash and credit transactions
Computer literacy and financial management a must
Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
General knowledge of local area attractions and transportation
Able to observe and detect signs of emergency situations
Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations
Able to establish and maintain effective working relationships with associates and customers
Able to make sound business decisions and take action quickly based on previous experience and good judgment
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning
Effective verbal and written communication skills
Ability to adapt communication style to suit different audiences

Job Duties

Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied
Implement company and franchise programs
Prepare forecasts and reports and assist in the development of the room's budget
Monitor and maintain the front office systems and equipment to ensure their optimum performance
Track guest satisfaction surveys and maximize usage of the guest response tracking system
Develop and implement controls for expense management
Utilize labor management tools to schedule and control labor costs
Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members
Ensure timely completion of performance appraisals
Communicate both verbally and in writing to provide clear direction to staff
Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality
Ensure compliance of front office, guest service, and PBX standard operating procedures and policies
Ensure all Front Office Quality Standards are complied with and are consistently applied
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations
Resolve customer complaints
anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues
Regular attendance in conformance with the standards is essential to the successful performance of this position
Comply with attendance rules and be available to work on a regular basis
Perform any other job-related duties as assigned