Guest Services Manager

The Guest Services Manager will oversee the daily operations of the Concierge, Arrival Pavilion, and Porter Valet Departments, in addition to facilitating guest and visitor enjoyment of The Lodge and the Pebble Beach Resorts.

Company Background:

For over a century, friends and family, celebrities and athletes, world travelers and locals alike, have flocked to Pebble Beach Resorts. This stunning slice of California’s Monterey Peninsula is a wondrous place that we are proud to share. Pebble Beach Company, located in Pebble Beach, California, owns and operates the world-famous Pebble Beach Resorts, including The Lodge at Pebble Beach, The Inn at Spanish Bay and Casa Palmero at Pebble Beach. The company also operates five renowned golf courses: Pebble Beach Golf Links, Spyglass Hill Golf Course, The Links at Spanish Bay, Del Monte Golf Course and The Hay.

Its other famed properties include scenic 17-Mile Drive, The Spa at Pebble Beach, Pebble Beach Golf Academy & Practice Facility and The Hay. It annually hosts premier events such as the Pebble Beach Concours d’Elegance, AT&T Pebble Beach Pro-Am, TaylorMade Pebble Beach Invitational, Pebble Beach Food & Wine and PURE Insurance Championship Impacting The First Tee.

Essential Duties & Responsibilities:

• Ensure that staff members are aware of the daily business activity, including VIP and group schedules, and any other special arrangements.
• Coordinate all group activity as it relates to functions of the Guest Services Departments.
• Oversee parking, and storage of guest luggage and golf bags.
• Coordinate temporary staff and parking during PBC Special Events.
• Assist resort guests with check-in and check-out as requested.
• Answer guest questions, handle special requests and resolve guest complaints/problems.
• Stage all elements of group arrival procedures.
• Supervise Assistant Manager, Team Leader, Porter/Valet, Arrival Pavilion, and Concierge.
• Conduct department meetings and establish achievable departmental goals.
• Complete department schedules and manage employee’s time off requests based on business demands.
• Initiate employee training and onboarding experience.
• Train, develop, motivate and coach Assistant Manager, Team Leader and all hourly staff to meet and exceed established service standards.
• Conduct personnel performance reviews and evaluations of staff annually and as needed.
• Develop and initiate ideas of improving guest satisfaction.
• Make quality hiring decisions, effectively coach and document employee/terminate when needed.
• Maintain necessary inter-office administrative communication.
• Order and maintain required equipment and supplies.
• Complete payroll and time card responsibilities.
• Manage monthly/yearly budgeted labor for both, Porter/Valet, Arrival Pavilion, and Concierge.
• Maintain and enforce all quality standards and departmental and company philosophies.
• Serve as a role model of company and department towards resort staff, guests and visitors.
• Preserve and protect the confidentiality of appropriate personnel and company information.
• Assist other departments within the resort.
• Comply with all Pebble Beach Company safety and health policies and procedures.
• Understand, model and integrate Pebble Beach Company culture (mission, values, and standards).
• Other duties as assigned by the Director of Rooms.

Required Skills:

• 2 or more years’ experience in a supervisory role.
• 2 or more years’ experience in a resort setting.
• College degree or equivalent.
• Valid California driver’s license with 2 points or less.
• Excellent customer service skills.

Desired Skills:

• Experience using Property Management System (Spring Miller System).
• Experience using Microsoft Office and Excel.

Why work for Pebble Beach Company:

• Competitive Pay: Salary: $77,000/year plus bonus.
• Enjoy world-class health and wellness benefits. For Full Time employees, comprehensive medical, dental, vision, and life insurance is available. In addition, our Health and Wellness Center provides employees with unlimited access to a physician and medical team to tend to you and your family’s health needs free of cost.
• Prepare for your future. You will be eligible to participate in our 401(K) retirement program. Pebble Beach Company will match $.75 for every $1 you contribute to your 401(k), up to 6% of eligible compensation. In addition, the company will contribute an amount to your 401K each quarter based on your hours worked, along with a discretionary contribution at the end of each fiscal year.
• We encourage YOU to be our guest. You will receive discounts at all Pebble Beach restaurants, retail shops, and our Forbes Five Star Spa. In addition, Hotel discounts are also available during select seasons.
• Play our world-famous golf courses! Enjoy our Employee Golf Privileges including Employee Tee Times, Tournaments, and Company Club.
• Grow your career with Pebble Beach. We provide opportunities for ongoing learning and development, as well as promotions and transfers to advance your career.
• Lunch is on us. Enjoy a complimentary meal during your shift in our Employee Dining Room.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.