Assistant Guest Experience Manager

The Marker Union Square

San Francisco, CA
$31.40 per hour ($77,558 Annually)| Full Time | Approximately 45 Hours per Week

About Us

The Marker Union Square is a boutique, independent lifestyle hotel located in the heart of Union Square. We blend eclectic charm with personalized service to create memorable guest experiences while fostering a workplace culture built on collaboration, creativity, and growth. Our team is passionate about hospitality, and we are looking for leaders who share that same commitment to excellence.

Position Overview

We are seeking an experienced and service driven Assistant Guest Experience Manager to support and elevate the daily operations of our Front Office and Guest Experience teams. This leadership role is ideal for someone who thrives in a luxury hospitality environment, enjoys building meaningful guest connections, and has a strong operational mindset.

The Assistant Guest Experience Manager plays a key role in creating elevated guest experiences from pre arrival through departure while supporting team development, operational consistency, and service excellence throughout the hotel.

This is an OEM (Overtime Eligible Manager) position paid hourly at $31.40 per hour. In accordance with California labor laws, overtime applies for hours worked beyond 8 hours in a day or 40 hours in a workweek. This position generally works approximately 45 hours per week, providing additional earning potential while maintaining an active leadership role within hotel operations.

Essential Responsibilities

• Lead and support the Guest Experience and Front Office teams in delivering warm, personalized, and memorable service
• Assist with the day to day oversight of front desk operations, guest relations, and service recovery efforts
• Develop and execute thoughtful pre arrival guest engagement programs to enhance the overall guest journey
• Utilize Opera Cloud to manage reservations, guest profiles, billing, room assignments, and operational workflows
• Coach, train, and mentor team members to uphold luxury hospitality standards and service consistency
• Respond to guest concerns and feedback promptly, professionally, and empathetically
• Maintain a visible leadership presence during high occupancy periods and busy operational shifts
• Collaborate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest experiences
• Support scheduling, payroll review, and departmental administrative functions as needed
• Promote a positive, inclusive, and accountable team culture

Qualifications

• Minimum of 2 years of front office or guest services leadership experience, preferably within a luxury, lifestyle, or boutique hotel environment
• Strong working knowledge of Opera Cloud required
• Passion for hospitality and delivering highly personalized guest experiences
• Excellent communication, leadership, and interpersonal skills
• Strong organizational skills with the ability to multitask in a fast paced environment
• Proven ability to train and develop team members effectively
• Professional, solution oriented approach to guest service and operational challenges
• Flexibility to work evenings, weekends, and holidays as business needs require