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.

Duties

• 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 employees assigned to this job.

Skills and Qualifications

Required:

• Bachelor’s degree.
• Minimum of 3 years of experience or education in hospitality, event management, or a related field.
• Exceptional interpersonal and communication skills.
• Strong organizational abilities and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Availability to work various shifts, including overnight, weekends, and holidays.
• Positive, solution-oriented attitude and a passion for outstanding customer service.

Preferred:

• Professional hospitality experience.
• Proficiency with event management software and Google systems.
• Familiarity with Pepperdine University.
• Background in faith-based higher education.

This is a Regular, Exempt, 40 hour per week position.

Expected Pay Range: $70,000 - $75,000 per year 

The above pay range reflects what Pepperdine University reasonably expects to pay for this position at time of posting. Actual compensation may vary based on relevant factors such as work experience, market conditions, education/training, and skill level. In addition to base pay, Pepperdine offers a robust and highly competitive benefits package.

Pepperdine is an Equal Employment Opportunity employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local law. Pepperdine is committed to providing a work environment free from all forms of unlawful discrimination and harassment. Engaging in unlawful discrimination or harassment will result in appropriate disciplinary action, up to and including dismissal from the University.

Pepperdine is religiously affiliated with the Churches of Christ. It is the purpose of Pepperdine to pursue the very highest employment and academic standards within a context that celebrates and extends the spiritual and ethical ideals of the Christian faith. While students, faculty, and staff represent many religious backgrounds, Pepperdine is permitted under applicable law and reserves the right to seek, hire, and promote persons who support the goals and mission of the institution, including the right to prefer co-religionists who support Pepperdine's Christian mission.

Qualified individuals should be able to show respect for workplace differences, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. The University conducts such screenings in compliance with applicable laws and with the objectives of evaluating risk and supporting a safe environment for students, faculty, staff, and guests; safeguarding key University assets including people, property, information, and the University’s reputation; and providing comprehensive job-related information to University leaders to enable them to make prudent hiring decisions. Individuals will be required to disclose any criminal convictions on a designated form after receiving a conditional offer of employment; failure to disclose accurate information may result in withdrawal of the offer or termination of employment. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws, including the Los Angeles County Fair Chance Ordinance.