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About the Role

The Guest Service Manager is responsible for delivering exceptional guest experiences by assisting the daily operation of the Front Office and the Guest Services team while fostering a culture of genuine hospitality, personalized service, and operational excellence. This leader serves as a visible ambassador of the hotel, ensuring every guest interaction reflects Omni’s commitment to luxury service.

Responsibilities

• Champion the hotel’s pre-arrival, arrival, in-house, loyalty recognition, and departure experiences.
• Serve as the primary point of contact for guest concerns, requests, and service recovery, ensuring timely, effective resolution and seamless service delivery.
• Conduct regular inspections of the lobby and public areas, collaborating with Housekeeping and Engineering to ensure luxury brand standards and an exceptional guest experience are consistently maintained.
• Review guest feedback and operational trends with department leaders to identify opportunities for continuous service improvement.
• Partner with the Loyalty Ambassador to review upcoming VIP, celebration, and repeat guest profiles to identify unique opportunities for custom welcome amenities and room setups.
• Anticipate guest needs and proactively create memorable, personalized experiences.
• Maintain a visible presence throughout the hotel, engaging with guests and supporting daily operations.
• Develop thoughtful and creative guest experiences tailored to individual preferences, special occasions, and travel purposes.
• Lead the daily Guest Engagement process by partnering with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to coordinate personalized guest experiences.
• Communicate VIP arrivals, guest preferences, and service opportunities to operational teams to ensure flawless execution.
• Document guest preferences, allergies, special requests, and successful service recoveries within the guest profile system to enhance future stays and build guest loyalty.
• Monitor guest feedback through Medallia and other guest satisfaction platforms to identify trends and opportunities for improvement.
• Works with department head to develop and implement departmental strategies to ensure delivery of service.
• Achievement of Medallia and guest satisfaction goals.
• Additional duties as assigned by the General Manager or Department Head.

Requirements

• Minimum of 2–3 years of leadership experience in Front Office, Guest Relations, Concierge, or Guest Services within a luxury or upscale hotel environment.
• Demonstrated emotional intelligence with the ability to anticipate guest needs and build meaningful guest relationships.
• Proven ability to create memorable, personalized guest experiences through creativity, initiative, and attention to detail.
• Resourcefulness: Excellent local knowledge and the savvy to source unique items, gifts, or experiences on tight timelines.
• Proficiency in the use of a computer is necessary (i.e. Microsoft Office Suite).
• Excellent verbal and written professional communication skills are required.
• Must demonstrate strong leadership skills and the ability to develop the team.
• Ability to remain calm and make sound decisions in a fast-paced environment.
• Must be detail-oriented and organized.
• Must be able to work closely and communicate with all associates, departments, guests, and clients in a professional manner.
• Must be highly service-oriented.
• The ability to work a flexible schedule, including nights, weekends and holidays.

Skills

• Microsoft Office Suite
• Leadership
• Guest Relations
• Concierge
• Guest Services
• Communication

Location

• San Francisco, CA

Work Type

• Full-time

Experience Level

• 2-3 years leadership experience

Salary/Compensations

• $85,000 - $92,000

About the Company

• Omni San Francisco Hotel offers a refined escape for both leisure and business travelers.
• Located in the heart of the Financial District, just moments from Union Square, the Embarcadero, and the city’s most celebrated attractions, our four-star hotel seamlessly blends timeless luxury with contemporary style.
• We are equally dedicated to creating a culture of warmth, respect, and growth—where associates are empowered to deliver exceptional service, create memorable moments for our guests, and grow personally and professionally as part of a team that takes pride in genuine hospitality.
• Discover a destination where classic elegance meets modern convenience — and every stay feels uniquely San Francisco.

Equal Opportunity

• Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
• Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer.
• Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.
• If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: applicationassistance@omnihotels.com.