Director of Guest Services

Additional Information Job Number 25189487 Job Category Rooms & Guest Services Operations Location Palace Hotel a Luxury Collection Hotel San Francisco, 2 New Montgomery Street, San Francisco, California, United States, 94105 VIEW ON MAP Schedule Full Time Located Remotely? N Position Type Management Pay Range: $67,500 - $117,001 annually Bonus Eligible: Y JOB SUMMARY Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues. CANDIDATE PROFILE Education and Experience u2022 High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. OR u2022 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. CORE WORK ACTIVITIES Leading Guest Services Teams u2022 Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. u2022 Encourages and building mutual trust, respect, and cooperation among team members. u2022 Serves as a role model to demonstrate appropriate behaviors. u2022 Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. u2022 Supervises Concierge and/or Bell Staff, when applicable. Maintaining Guest Services and Front Desk Goals u2022 Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. u2022 Develops specific goals and plans to prioritize, organize, and accomplish your work. u2022 Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. u2022 Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag. u2022 Assists with energy conservation efforts by monitoring compliance during property tours. Managing Projects and Policies u2022 Implements the customer recognition/service program, communicating and ensuring the process. u2022 Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. u2022 Sends copy of MOD report to all departments on a daily basis. u2022 Ensures compliance with all policies, standards and procedures. u2022 Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. u2022 Understands and complies with loss prevention policies and procedures. Ensuring Exceptional Customer Service u2022 Provides services that are above and beyond for customer satisfaction and retention. u2022 Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. u2022 Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved. u2022 Serves as a leader in displaying outstanding hospitality skills. u2022 Sets a positive example for guest relations. u2022 Empowers employees to provide excellent customer service. u2022 Observes service behaviors of employees and provides feedback to individuals. u2022 Maintains high visibility in public areas during peak times. u2022 Provides immediate assistance to guests as requested. u2022 Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. u2022 Records guest issues in the guest response tracking system. u2022 Reviews comment cards and guest satisfaction results with employees. u2022 Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Managing and Conducting Human Resource Activities u2022 Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. u2022 Providing guidance and direction to subordinates, including setting performance standards and monitoring performance. u2022 Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. u2022 Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. Additional Responsibilities u2022 Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. u2022 Analyzes information and evaluating results to choose the best solution and solve problems. u2022 Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner. u2022 Communicates any variations to the established norms to the appropriate department in a timely manner. u2022 Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. u2022 Participates as needed in the investigation of employee and guest accidents. u2022 Performs Front Desk duties in high demand times. _At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law._ This position offers health care benefits, flexible spending accounts, 401(k) plan, accrued paid time off (including sick leave where applicable), life insurance, disability coverage, other life and work wellness benefits and may include incentive compensation. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand u2013 a collection of Europe's most celebrated and iconic properties u2013 serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler. From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale u2013 a portal to the destinationu2019s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Created: 2025-12-05