Guest Service Manager-OEM

Guest Service Manager-OEM at HEI Hotels & Resorts is a full-time, mid-senior-level position focused on ensuring exceptional guest experiences across all touchpoints.

About Us
The Jay, Autograph Collection, is San Francisco’s newest luxury lifestyle hotel located on the Embarcadero. The venue blends classic charm with modern design, celebrating the city’s culture and history. Our team is dedicated to exceeding guest expectations and delivering professional, approachable service as a “friend-in-the-know” for our luxury clientele.

Ensure guest service standards during arrival, departure, and any other guest contact are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

• Ensure efficient guest registration, checkout, guest service, and telephone service, applying all brand standards.
• Implement company and franchise programs.
• Prepare forecasts and reports, assisting in the development of the room’s budget.
• Monitor and maintain front office systems and equipment to ensure optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Develop and implement expense controls, using labor management tools to schedule and control labor costs.
• Interview, hire, train, develop, resolve problems, and recommend discipline or termination when appropriate; complete performance appraisals.
• Communicate clearly, both verbally and in writing, to provide direction to staff.
• Interact positively with customers, resolving problems to maintain high customer satisfaction.
• Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
• Coordinate activities with other hotel departments to enhance communication and guest satisfaction.
• Assist in daily maintenance of room inventory to achieve optimal revenue while meeting guest expectations.
• Resolve customer complaints and anticipate potential problems by monitoring complaints, operational issues, and associate performance.
• Develop strong relations with the sales team to implement strategies that improve occupancy and revenue.
• Maintain attendance in conformance with standards and be available to work as required.
• Perform any other job-related duties as assigned.

• Minimum of 2 years Front Desk experience, preferably in a leadership role.
• Proficient with PMS system.
• Advanced knowledge of brand reward program.
• Able to handle cash and credit transactions.
• Computer literacy and financial management are mandatory.
• Effectively deal with internal and external customers, demonstrating patience, tact, and diplomacy to defuse anger and collect accurate information.
• General knowledge of local area attractions and transportation.
• Able to observe and detect signs of emergency situations; stay calm and alert during emergencies and heavy activity.
• Working knowledge of federal, state, and local laws governing equal employment opportunity, civil rights, occupational safety, wage and hour issues, and labor relations.
• Able to establish and maintain effective working relationships with associates and customers.
• Make sound business decisions and act quickly based on experience and good judgment.
• Knowledge of hotel operations including marketing, security, safety, personnel, labor relations, business plans, repairs, maintenance, budget forecasting, quality assurance, hospitality law, and long‑range planning.
• Effective verbal and written communication skills.
• Adapt communication style to suit different audiences, communicating with supervisors, coworkers, and the public.

Salary Range: $31.00 - $32.00 Hourly
Tipped/Service Charge Eligible:
No
Discretionary Performance Bonus Eligible:
No

HEI Hotels & Resorts offers a comprehensive benefit program focused on physical, mental, and financial wellness. Benefits include medical and dental coverage through Anthem Blue Cross Blue Shield, Vision insurance via Eye Med, vacation, sick, and holiday programs, pet insurance through ASPCA, supplemental, spousal, and child life insurance, short and long‑term disability, a 401(k) plan with matching funds, and discounts through the ‘You Decide’ and Hotel Room Discount programs.

Eligibility varies by location.

HEI Hotels & Resorts is an equal opportunity employer and evaluates applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. All candidates, including those with arrest or conviction records, will be considered in accordance with local fair chance ordinances.