Guest Service Manager

About the role

The Guest Services Manager responds to a wide variety of guest requests and accurately assesses the guest needs and requests and adds personal recommendations and touches to achieve maximum customer satisfaction. This position works closely with the Front Office Manager to develop and train the Guest Service Staff.

Responsibilities

• Assist in the development and training of the Guest Service Staff.
• Acts as lead on guest requests and/or concerns.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist customers in all inquiries in connection with our services, hours of operations, key personnel, in-house events, directions, etc.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Complies with Work Rules and Standards of Conduct.
• Works harmoniously and professionally with co-workers and supervisors.
• Stores and retrieves guest luggage and packages.
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Valet Parking, and lobby coverage.
• Provides basic troubleshooting support for in-room services such as the Internet, TV movies, games, and Web service.
• Works closely with Valet Parking Staff to ensure the smooth handling of guest vehicles, luggage (if applicable), deliveries, and special requests.
• Works with the Front Office Manager to coach and counsel employees.
• Show Initiative, provides problem solving, staff training, and team leading.
• Integrates and trains new and tenured employees, providing support for skills development.
• Affords guest concerns and teachesable moments on the spot.

Requirements

High School Degree or equivalent
BA in the Hospitality Industry preferred

Qualifications

• Proficiency in MS Project, MS Outlook, MS Word, MS Excel, and MS Windows
• Excellent customer service orientation and excellent interpersonal skills
• Excellent oral and written communication skills

Benefits

• 3 weeks PTO
• 401(k) match
• Annual education allowance of up to $1,000
• Referral program
• Free Onsite Parking or Commuting Support
• Residential housing discount after 1 year of continuous employment
• Friends and family rates for our Hotel Properties throughout the company

Skills

• Customer service orientation and interpersonal skills
• Oral and written communication skills
• Proficiency in MS Project, MS Outlook, MS Word, MS Excel, and MS Windows

Pay

$70,304.00- $72,000.00

Schedule

Nightly and extended stays

Company Information

Nestled in the heart of vibrant urban destinations, Level luxuriously spacious modern suites, upscale lifestyle amenities, and dedicated concierge service create your personal sanctuary in the city. So, you can settle in for as long as you like, and stay level - with the equilibrium of home, and all the thrill of travel. Available for nightly and extended stays, Level’s growing portfolio of award-winning properties can be found in Vancouver, Los Angeles, Chicago and Seattle. Onni Properties, LLC (“Onni”) will consider qualified applicants with arrest or conviction records for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers and the City of Los Angeles Fair Chance Initiative for Hiring, and other local ordinance, as applicable.

How to Apply

Please apply through the link on the job posting and attach your resume and any other required documents. We thank all applicants for their interest; however only those selected for an interview will be contacted. No phone calls please.

AI Use

This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.