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Guest Service Experience Manager

posted October 1, 2019

Hotel St. Francis
Santa Fe, NM
508583 l

About This Job

Position Purpose:  The Guest Service Experience Manager is responsible for the daily quality and accuracy of the work produced by the Guest Service Staff. The highest standards of operation relating to guest satisfaction are to be maintained through the Guest Service Experience Manager in the overall operations of the Guest Services.

 Supervisory Responsibilities:  

Front Office Agents/Hosts, Valet Drivers, Bellstaff, PBX Operators 


  • Four-year college degree, hospitality preferred; or equivalent education/experience.
  • 3-5 years of Front Office management experience or equivalent combination of education and experience; luxury branded experience preferred. 


Administration and Management:  Knowledge of financials, leadership, human resource practices, process improvement, and strategic planning.

People Passion:  Actively helps people, thrives working in a team, achieves results with strong work ethic.

Visionary Leadership:  Actively listens, identifies plan of action; communicates ideas clearly and inspires action.

Personalized Service:  Resolves issues with customer-focused orientation; multi-tasks with ease; strong interpersonal skills including keeping emotions under control; open to others’ ideas.

Communication Skills:  Well-spoken, personable, outgoing, listens and gets clarification; responds well to questions; strong overall communication and presentation skills.

Office Sensibility:  Ability to manage records, accomplish tasks as directed; cash handling skills.

Technology:  Tech savvy with computers and software - word processing, PMS, point of sale.

Image:  Ability to maintain professional image standards, including any uniform requirements.

Essential Duties and Functions/Responsibilities/Tasks:

  • Manages financial activities, including room rates, budgets, revenue, payroll, and other expenses.
  • Ensures service and product standards are maintained at a 4-diamond level.
  • Implements a sequence of service from guest arrival to guest check-out, and trains employees to create a seamless experience.
  • Ensures guest satisfaction and prompt resolution of guest challenges to drive exceptional guest service and mystery shop scores.
  • Coordinates all guest service recovery efforts with Rooms, Spa, F&B, Sales, and Executive Office.
  • Maintains accuracy of group rooming lists and coordinate any special group requests.
  • Regularly trains employees to ensure compliance with all internal controls.
  • Conducts monthly department meetings, engaging employees to achieve guest service goals.
  • Attends required management and property committee meetings (i.e., Safety).
  • Handles disciplinary action, coaching and counseling sessions and related employee issues.
  • Performs other duties as required, including Manager on Duty (MOD) shifts.


Compensation: DOE


About This Employer

Hotel St. Francis

210 Don Gaspar Avenue
Santa Fe, NM 87501

(505) 983-5700

80 Room Hotel

Hotel St. Francis

Named for the patron saint of Santa Fe, NM, the historic Hotel St. Francis embodies the authentic spirit of old Santa Fe. The décor features handcrafted wood furniture by local artisans inspired by the Palace of the Governors and a palette of natural colors reflecting the days of Santa Fe's early Franciscan missionaries. Hotel St. Francis, a Heritage Hotel & Resort property, is listed on the National Register of Historic Places.  Just a block from Santa Fe’s historic Plaza, our hotel in Santa Fe offers guests a wide array of luxurious accommodations and amenities including an onsite restaurant and bar, indoor and outdoor patio seating and close to 1,000 square feet of meeting space. The finest among historic boutique hotels in Santa Fe has been magnificently restored and renovated. Learn more about the oldest Santa Fe historic hotel.

An Historic Hotel

Located one block from Santa Fe's historic Plaza, the enchanting Hotel St. Francis invites you savor the culture of New Mexico. Experience the best wines and garden-to-glass cocktails at Secreto, our hotel bar, taste the flavors of the Southwest at our raved-about Tabla de Los Santos restaurant in Santa Fe and enjoy a walking and shuttle tours of Santa Fe leaving daily from our lobby. Soak up the sights and sounds of Santa Fe from our streetside veranda that we call the Loggia. Whether you're planning a weekend escape, a business retreat or a lavish wedding, Hotel St. Francis is the ideal destination.

Hotel St. Francis offers guests New Mexico travel opportunities because of its unique location amid historic charms. Neighboring landmarks, shopping and businesses, restaurants and many attractions are within walking distance. 

Our 80 smoke-free Santa Fe hotel guestrooms have been renovated with historical accuracy and cultural sensitivity. Tranquil and modest, accommodations feature natural shades and handcrafted furnishings that reflect Santa Fe's early Spanish settlers. We have augmented these features with many modern conveniences and luxuries, including flat-screen televisions, a fitness room, a business center and complimentary wireless Internet access. Capture the spirit of the Southwest at one of the most peaceful and historical hotels in Santa Fe.

The Hotel St. Francis offers numerous travel packages to help make your vacation more pleasurable. Browse the specials and packages for our hotels in Santa Fe, NM, and enjoy shopping, spa time, museums, cultural attractions and more.