Guest Services Manager

​​​​​Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars. The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street.

Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at http://www.fairmont.com/ to find out more about our company.

EOE/M/F/D/V

The Guest Service Manager is responsible for delivering exceptional guest experiences by overseeing Bell and Door operations. This role leads, trains, and supports the team to ensure smooth daily operations, prompt issue resolution, and consistently high service standards throughout the guest journey. The ideal candidate is a hands-on leader with a passion for hospitality, strong problem-solving skills, and a guest-first mindset.

Summary of Responsibilities:

Reporting to the Director of Front Office, the Guest Services Manager, responsibilities and essential job functions include but are not limited to the following:

• Ensure a warm, welcoming, and seamless guest experience at all touchpoints
• Lead by example with a strong service culture and professional presence
• Anticipate guest needs and personalize service whenever possible
• Foster a positive, collaborative, and accountable team environment
• Lead and supervise Bell and Door operations
• Recruit team members
• Conduct training and audits of guest interactions and service delivery to ensure compliance with established standards
• Conduct performance evaluations and provide ongoing coaching and feedback
• Conduct regularly scheduled departmental meetings
• Manage labor and payroll functions
• Prepare schedules for review by Director of Front Office
• Manage the departmental budget
• In the absence of Guest Experience Manager, champion guest recovery of all in house guests
• Thoroughly review weekly Group Resumes and strategize for smooth arrival, departure, and in-house flow in partnership with the Director of Front Office
• Provide weekly and daily Group Resume overview for all Front Office team members to ensure a smooth experience
• Conduct regular inspections of public areas to ensure cleanliness
• In the absence of Guest Experience Manger, point of contact for VIP guests acting as hotel liaison for guest requests in house with the intent of offering tailored experiences and establish relationships aimed at building loyalty and repeat business
• Develop and maintain strong relationship with other operational departments
• Meet, greet and escort guests as required
• Own the curbside check-in process from pre-arrival, room readiness, to welcome, and assist with doorperson capture at peak arrival times 
• Ensure compliance with hotel policies, brand standards, and safety procedures
• Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff
• Additional duties as assigned including Manager on Duty
• Will assist with core duties of the Guest Experience Manager in the absence of the Guest Experience Manager as assigned by the Director of Front Office
• Salary Range: $97,500-117,000

• 2–5 years of hotel front office or guest services experience, including supervisory or management experience
• Previous Property Management System experience preferred
• University/College degree in a related discipline an asset
• Must be able to work weekends and holidays
• Must maintain flexible schedule with possibility to work morning, evening and overnights 
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Excellent written and verbal interpersonal and communication skills
• Must possess a professional presentation
• Strong problem-solving abilities
• Computer literate in Microsoft Window applications preferred
• Ability to work in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Feel free to visit our website at http://www.fairmont.com/ to find out more about our company.

Fairmont is proud to be an Equal Opportunity Employer.EOE/M/F/D/V

All your information will be kept confidential according to EEO guidelines.