Guest Care Manager - Franchised - Military Veterans

Job Number 24143481
Job Category Rooms & Guest Services Operations
Location Courtyard San Francisco Fisherman's Wharf, 580 Beach Street, San Francisco, California, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Courtyard by Marriott Fisherman's Wharf. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Title: Guest Care Manager (Exempt)
Location:  Courtyard by Marriott Fisherman’s Wharf, San Francisco, CA 
Reports to: General Manager
Position Salary Range: $75,000 – $85,000 annually

Summary of Position:
The Guest Care Manager is a key management role responsible for overseeing the Front Office operations at Courtyard by Marriott Fisherman's Wharf, a union hotel. This position ensures exceptional guest service, manages daily front office activities, and maintains compliance with the Collective Bargaining Agreement (CBA). The Guest Care Manager also handles additional responsibilities, including scheduling, accounting tasks, coding invoices, and recruiting, all while ensuring a positive and fair working environment for all employees.

Duties and Responsibilities:
Guest Services Management:
•    Oversee and manage daily operations of the Front Office, including reception, concierge, and guest services.
•    Ensure all guests receive a high level of service, resolving issues and complaints promptly and professionally.
•    Monitor guest satisfaction and implement strategies for improvement.
 

Team Leadership & Development:
•    Lead, coach, and develop Front Office team members, fostering a positive and collaborative work environment.
•    Ensure all team members are trained in customer service, hotel policies, and emergency procedures.
•    Conduct regular performance evaluations and provide feedback to staff.
 

Scheduling & Staffing:
•    Create and manage weekly schedules for the Front Office team, ensuring adequate coverage for all shifts.
•    Manage the recruitment, selection, and onboarding process for new hires in the Front Office department.
 

Financial Management:
•    Manage and monitor the Front Office budget, ensuring financial goals are met.
•    Oversee accounting tasks, including coding invoices and ensuring timely and accurate billing.
•    Analyze financial reports and implement cost-effective measures to enhance profitability.
 

Compliance & Policy Adherence:
•    Ensure adherence to the Collective Bargaining Agreement, maintaining a fair and equitable workplace.
•    Stay informed of union policies and labor laws to ensure compliance.
•    Address any labor-related issues or grievances in a timely and effective manner.

Operational Excellence:
•    Implement and maintain standard operating procedures for the Front Office department.
•    Ensure the smooth operation of the front desk, including check-in/check-out processes, reservations, and guest inquiries.
•    Maintain accurate records, including occupancy data, guest preferences, and employee performance.
 

Organizational & Time Management:
•    Effectively manage time and prioritize tasks to ensure all responsibilities are completed efficiently.
•    Maintain an organized work environment and ensure the team follows suit.

Qualifications:
•    Bachelor’s degree in hospitality management, Business Administration, or a related field preferred.
•    Minimum of 2-4 years of experience in hotel front office management or a similar role.
•    Strong understanding of front office operations, including guest services, reservations, and concierge functions.
•    Experience working in a union environment and familiarity with Collective Bargaining Agreements.
•    Excellent leadership, communication, and interpersonal skills.
•    Strong organizational, time management, and financial management skills.
•    Proficiency in hotel management software and MS Office Suite.

This job description outlines the primary responsibilities and qualifications for the Guest Care Manager role at Northwest Hotel Corporation. It is not an exhaustive list of all duties and may be subject to change to meet the needs of the organization.

Healthcare 100% paid by employer (Kaiser)

The salary range for this position is $75,000 to $85,000 annually.
 

This company is an equal opportunity employer.

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