Guest Services Manager, Villa Graziadio Executive Center

The Guest Services Manager of the Villa Graziadio Executive Center supports the General Manager and serves as a leader in overseeing the day-to-day operations of the University’s full-service guestroom and conference facility. This role focuses on delivering a seamless guest experience, managing staff, supporting sales and client engagement, coordinating events, and ensuring operational excellence, reflective of Pepperdine University’s mission.

Bringing excellence to all aspects of work, and serving as a key representative of the Villa Graziadio Executive Center, the Guest Services Manager ensures the Villa delivers a seamless, high-quality experience for all clients and guests, while assisting in building strong relationships with internal and external stakeholders. This role requires an operational leader with expertise in hospitality management, event planning and execution, customer service, and team development, with a strong focus on supporting revenue growth initiatives.

• Operations and Event Management: Assist with overseeing the daily operations of the Villa, ensuring guests consistently receive excellent service.
  
  Responsibilities include:
  
  Ensure seamless operations for conferences and events, including room preparations and bookings, AV setup, catering coordination, and any additional client needs. Work closely with the General Manager and University leadership to align Villa Graziadio Executive Center's operations with the broader goals of the University. Assist with ensuring compliance with local regulations, health and safety standards, and University policies, while maintaining a high level of operational excellence.
  
  Provide direct oversight, guidance, and support to the Front-Desk Agent to ensure effective front desk operations, smooth communication with clients, and consistent execution of guest service standards.
• Guest, Client, and Customer Service Excellence: Serve as a primary point of contact for guests, clients, and University partners throughout both lodging and event processes. Anticipate needs, resolve issues, and ensure professional, clear communication that reflects the highest service standards. Maintain professional dress and presentation at all times. Build and sustain strong relationships with clients and stakeholders to enhance guest satisfaction and repeat business.
• Sales Support, Financial Administration & Business Development: Support the General Manager in driving revenue through external sales initiatives and business development efforts. Build and maintain a strong sales pipeline to maximize occupancy and event bookings. Assist with budget management, internal requisitions, forecasting, weekly reporting, and promotional strategies. Provide accurate financial estimates, event budgets, and strategic insights to clients and leadership.
• Staff Management & Training: Lead, mentor, and support front-line staff, ensuring alignment with University values and service expectations. Assist with scheduling, performance management, training, and ongoing team development. Foster a collaborative, positive, mission-centered workplace culture.
• Vendor, Venue & Facilities Oversight: Coordinate with vendors, suppliers, and internal University teams to ensure flawless event and guest service delivery. Submit work orders and partner with facilities and external vendors to maintain high-quality guest rooms, meeting spaces, and common areas. Support contract negotiation and vendor relationship management.
• Emergency Response: Serve as a primary point of contact during emergency situations. Coordinate emergency protocols, communicate with University leadership, and support the safety and well-being of guests and staff. Partner with the General Manager and University Emergency Operations team during crisis situations.
• Perform other duties as assigned.
• Uphold the University mission through all work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of…