Guest Relations Manager | Lum Hotel | Inglewood, CA

Guest Relations Manager | Lum Hotel | Inglewood, CA

Guest Relations Manager will lead the rooms division and ensure consistent compliance with hotel policies, quality guest service, and profitability.

• Serve as the primary point of contact for guest inquiries, concerns, and special requests during evening and weekend shifts.
• Greet and engage with guests throughout the hotel to ensure satisfaction and provide assistance.
• Manage VIP arrivals, departures, and amenities; coordinate special accommodations as needed.
• Maintain strong visibility in the lobby and public areas to proactively address guest needs.
• Support front desk team during peak activity periods.
• Assist with staff coaching and support during evening/weekend shifts.
• Implement and manage hotel’s daily quality process, including goal communication, associate improvement, compliance with PMHS standards, service recovery, and problem resolution.
• Communicate both verbally and in writing to provide clear directions to staff.
• Assign and instruct rooms division department supervisors on work details; observe performance, encourage improvement, monitor occupancy, and adjust staffing and cost controls.
• Field guest complaints, conduct thorough research, develop effective solutions, negotiate results, and prepare written correspondence.
• Document all incidents and communicate relevant information to management and day teams.
• Collaborate with housekeeping, front desk, maintenance, and F&B teams to resolve service interruptions.
• Ensure Security Partner is accountable.
• Prepare forecast expenses and actual results for the rooms division revenue and expenses. Review security logs daily and coordinate with department heads for policy enforcement and service improvements.
• Work closely with the General Manager to establish and monitor policies, guidelines, and profitability.
• Plan, organize, chair, attend, or participate in various hotel meetings such as staff, rooms division, and front office meetings.
• Comply with attendance rules and be available to work regularly.
• Perform any other job-related duties as assigned.
• Review daily revenue reports, night audit summaries, and occupancy reports.
• Work with General Manager or Controller on budgeting, cost controls, and brand financial compliance.
• Assist with daily financial processes, including PMS AR/AP accounts and reconciliation.

• Monitor and maintain inventory levels for Front Desk supplies, amenities, and collateral materials.
• Oversee Housekeeping inventory, including linens, guest room amenities, cleaning supplies, and equipment.
• Conduct regular inventory audits and reconcile discrepancies.
• Place purchase orders in accordance with hotel procurement guidelines and approved vendor lists.
• Track deliveries, verify order accuracy, and ensure proper storage and rotation of supplies.
• Communicate inventory needs and budget considerations to the leadership team.
• Assist department heads in forecasting supply needs based on occupancy, seasonal trends, and special events.

• Always treat guests with courtesy and respect.
• Display honesty and integrity.
• Be a hands‑on do‑er and inspirational leader to motivate team members to succeed and exceed expectations.
• Build strong relationships with colleagues.

• SERVE OTHERS.
• LIVE 360.
• BUILD A POSITIVE TEAM.
• COMMUNICATE.
• BE WILDLY PASSIONATE.
• TAKE OWNERSHIP.
• LEARN + INNOVATE.
• EMBRACE CHANGE.

We’re looking for someone who has worked in hotels for at least two years and has an additional two years in a hotel leadership position (Manager+). Being a people‑person is a must as you’ll be working with others constantly. You'll have some experience in coaching, mentoring, and team‑building.

Be prepared to accommodate varying schedules, including nights, weekends, and holidays. In exchange for your flexibility, we offer excellent pay, hotel discounts, F&B discounts, and the opportunity to be part of an anything‑but‑standard growing hotel company.

Mid‑Senior level

Full‑time

Management and Manufacturing

Hospitality