Guest Services Manager
5 days ago
San Diego
LOCATION The Lodge at Torrey Pines Step into the timeless craftsman charm of The Lodge at Torrey Pines. Overlooking the world-renowned Torrey Pines Golf Course with views of the Pacific Ocean, the AAA Five Diamond rated resort features 170 rooms and suites, 2 restaurants, a full-service spa, versatile meeting spaces, and unprecedented service. The Lodge at Torrey Pines is owned by Evans Hotels, LLC, a family-owned and operated business committed to supporting and enhancing employee well-being through a variety of programs that nurture our staff professionally and personally. We offer hands-on manager and leadership training, employee appreciation days, and staff awards and recognition. Our team is also dedicated to serving our community through initiatives like company-wide beach clean-ups and volunteer opportunities. SUMMARY The Guest Services Manager (”Gestión de la Experiencia del Huésped”) delivers personalized, attentive service that exceeds guest expectations while upholding the highest standards of the hotel. This key leadership role oversees the daily operations of Valet, Concierge, Courtesy Car Drivers, Door Attendants, Bell Staff, and the Front Desk. The position ensures seamless coordination, exceptional guest satisfaction, and operational excellence throughout all front-of-house departments. PAY & PERKS • Compensation: $70,304 - $80,000 DOE**, • Earn $1000 for Culinary, Engineering, Housekeeping, and $350 for all other roles for each hired referral at any Evans Hotels property., • Discounted Hotel Rooms for you, family and friends., • Free Employee Parking and/or discounted MTS Pronto card., • Free Meals & Refreshments during working shifts., • Career advancement opportunities!, • Health (including SIMNSA), Dental, Vision, 401k with match, life insurance, sick and vacation time., • Discounts on cell phone bills, shoes, gym memberships, and more! ESSENTIAL DUTIES • Project a polished, professional appearance and demeanor at all times, consistently upholding hotel standards and creating a welcoming atmosphere for guests., • Engage frequently with guests and team members to ensure expectations are met and exceeded. Lead effective guest recovery efforts when needed to maintain service excellence., • Oversee Valet operations, ensuring prompt, secure vehicle handling and strict adherence to safety and operating procedures., • Supervise the Bell Services team to ensure luggage handling, guest escorting, room orientation, and lobby presence are performed at luxury hotel standards., • Support the Concierge team in fulfilling guest requests and coordinating pre-arrival planning for exceptional, personalized experiences., • Lead and support door attendants, bell attendants, valet, concierge, and front desk staff. Provide training, communicate performance expectations, assist with scheduling, and address associate concerns., • Ensure all front-of-house operations are well-coordinated through clear communication with all relevant departments., • Develop and maintain a robust guest history and VIP recognition program., • Maintain effective communication systems through logs, shift notes, and team meetings., • Ensure all public areas and equipment are clean, well-maintained, and consistent with luxury hotel standards., • Promote a safe and secure environment by supporting emergency and safety procedures., • Perform additional duties as assigned by the leadership team., • Monitor guest feedback platforms (Medallia) to identify trends and implement corrective or celebratory actions., • Foster a collaborative, respectful work culture., • Maintain in-depth knowledge of resort amenities, local attractions, and upcoming events to support the team., • Performs additional duties and responsibilities as directed by the leadership team. QUALIFICATIONS • At least 3-5 years of relevant experience and/or training., • Previous similar position in a luxury, Forbes-rated hotel, or similar business entity preferred., • A combination of experience, education, and/or training may be substituted for either requirement., • Experience running shifts, scheduling, performance management, problem-solving, guest servicing and running day-to-day operations., • In-depth knowledge of Forbes or AAA Five Diamond service standards preferred., • Availability to work on weekends and holidays is required., • Must have an unexpired and valid driver's license with no recent violations., • For insurance purposes, candidates must be over 21 years of age., • Proficiency with hotel PMS systems (e.g., Opera or similar) and guest feedback platforms (e.g., Medallia or comparable systems)., • Strong working knowledge of Microsoft Office Suite (Word, Excel, Outlook)., • Ability to maintain a friendly, team-oriented, positive attitude and a professional appearance at all times., • Ability to stand, kneel, squat for prolonged periods of time, up to and including, the entire shift and lift up to 25 lbs., • The following position will be filled in accordance with the process set forth in California Labor Code Section 2810.8 and San Diego Municipal Code 311.0101 et. seq. **The pay scale posted is the salary or hourly wage range that the employer reasonably expects to pay for the position during the first year of employment. The posted range does NOT include potential additional types of compensation, such as gratuities, service charges, commissions, or bonuses. Actual compensation offered may fluctuate based on qualifications and/or experience.
Paulus G.Active 3 months ago