Guest Services Manager

Manager / Director of Guest Services

East Bay, CA | $100,000–$120,000 | Full-Time | Onsite

Do you believe exceptional hospitality is about creating unforgettable experiences—not just providing great service?

We're partnering with an iconic East Bay hospitality organization that has been creating memories for generations. We're seeking a Manager or Director of Guest Services to elevate the guest experience across two locations while preserving the warmth, tradition, and level of care that has made this organization a beloved destination.

This is a highly visible leadership role focused on creating a white glove hospitality culture. You'll coach managers, establish service standards, improve operational consistency, and ensure every guest leaves feeling genuinely welcomed and appreciated.

What You'll Do

• Lead the guest experience strategy across two high-volume locations.
• Establish and maintain exceptional hospitality standards that create memorable customer experiences.
• Coach and develop restaurant managers to deliver consistent service excellence.
• Partner with leadership to identify operational challenges and implement process improvements that enhance both the guest and employee experience.
• Analyze guest feedback, online reviews, and service metrics to identify trends and drive continuous improvement.
• Develop and implement training programs focused on hospitality, service recovery, and leadership development.
• Resolve complex guest concerns with professionalism, empathy, and sound judgment.
• Ensure operational consistency while preserving the unique culture and history of the organization.
• Serve as a visible leader who inspires accountability, teamwork, and a culture of excellence.
• Support leadership through organizational growth, change management, and the implementation of new systems and initiatives.

What We're Looking For

• 5 years of progressive leadership experience in hospitality, restaurants, luxury hotels, resorts, country clubs, premium retail, or another high-touch customer service environment.
• Demonstrated success building and maintaining an exceptional guest experience culture.
• Experience coaching, mentoring, and developing managers and leadership teams.
• Proven ability to identify operational inefficiencies and implement process improvements that improve customer satisfaction and operational effectiveness.
• A leader who is both strategic and hands-on—comfortable developing long-term initiatives while remaining actively engaged in day-to-day operations.
• Strong business acumen with the ability to analyze customer feedback, identify trends, and develop actionable solutions.
• Experience leading organizational change, improving workflows, and driving accountability.
• Outstanding communication, executive presence, and relationship-building skills.
• Passion for hospitality, community, and preserving the legacy of a well-established organization.

Schedule & Compensation

• $100,000–$120,000 depending on experience.
• Fully onsite leadership role.
• Approximately 3-4 days per week in Oakland and 1–2 days per week in Solano County.
• Weekend flexibility is required based on business needs.

If you're passionate about creating extraordinary guest experiences, developing high-performing teams, and making a lasting impact on an iconic East Bay institution, we'd love to hear from you.