Guest Relations Manager Marriott Vacations WorldwideGuest Relations ManagerNewport Coast, CAUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Maintains a bold working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
NewProperty Manager ( Multifamily-Apartments) JobotProperty Manager ( Multifamily-Apartments)Downey, CA$85,000–$105,000 / yearFor a high-performing manager, the bonus structure adds substantial earning potential: Leasing & Renewal Incentives (Paid Monthly): Earn $175 per new lease and $350 for every 12-month lease renewal completed. The Area Manager is a "boots-on-the-ground," multi-site Property Manager responsible for the daily operational success, leasing, and physical upkeep of a local cluster of 3 to 6 small buildings, totaling approximately 150 to 200 units.
NewGeneral Manager California Pizza KitchenGeneral ManagerLong Beach, CA$80,000–$85,000 / yearFounded in 1985, former federal prosecutors Rick Rosenfield and Larry Flax combined their fervor for food and fresh ingredients to create innovative, hearth-baked pizzas such as The Original BBQ Chicken, California Club and Thai Chicken that are created in a lively open kitchen. See California Pizza Kitchen Terms & Conditions at https://www.cpk.com/legal/terms-of-use and Privacy Policy at https://www.cpk.com/legal/privacy-policy and SonicJobs Privacy Policy at https://www.sonicjobs.com/us/privacy-policy and Terms of Use at https://www.sonicjobs.com/us/terms-conditions.
NewRestaurant Manager California Pizza KitchenRestaurant ManagerIrvine, CA$70,500–$75,000 / yearFounded in 1985, former federal prosecutors Rick Rosenfield and Larry Flax combined their fervor for food and fresh ingredients to create innovative, hearth-baked pizzas such as The Original BBQ Chicken, California Club and Thai Chicken that are created in a lively open kitchen. See California Pizza Kitchen Terms & Conditions at https://www.cpk.com/legal/terms-of-use and Privacy Policy at https://www.cpk.com/legal/privacy-policy and SonicJobs Privacy Policy at https://www.sonicjobs.com/us/privacy-policy and Terms of Use at https://www.sonicjobs.com/us/terms-conditions.
NewKitchen Manager California Pizza KitchenKitchen ManagerChino Hills, CA$70,000–$75,000 / yearFounded in 1985, former federal prosecutors Rick Rosenfield and Larry Flax combined their fervor for food and fresh ingredients to create innovative, hearth-baked pizzas such as The Original BBQ Chicken, California Club and Thai Chicken that are created in a lively open kitchen. See California Pizza Kitchen Terms & Conditions at https://www.cpk.com/legal/terms-of-use and Privacy Policy at https://www.cpk.com/legal/privacy-policy and SonicJobs Privacy Policy at https://www.sonicjobs.com/us/privacy-policy and Terms of Use at https://www.sonicjobs.com/us/terms-conditions.
NewAssistant Manager Mercado González Northgate MarketAssistant ManagerCosta Mesa, CA$25 / hourFreelance Coffee Project is a single-origin, award-winning coffee company based in Newport Beach, California, looking for an Assistant Manager to run day-to-day operations at our warehouse/caf, owning scheduling, ordering, and SOPs while building a team that takes real pride in serving fantastic, Q-grade coffee. 2+ years specialty coffee experience, with strong technical knowledge in dialing espresso and brew ratios; familiarity with Q-grading/cupping is a big plus.
Pop-Up Experience Manager AtriumPop-Up Experience ManagerCosta Mesa, CARequired Experience/Skills for the Pop-Up Experience Manager: 3+ years of leadership experience in luxury retail, prestige beauty, fragrance, hospitality, or a high-end client service environment. This Pop-Up Experience Manager opportunity supports an exclusive luxury fragrance pop-up activation, where elevated service, operational excellence, and memorable customer interactions are at the heart of the experience.
Assistant Store Manager - Spirit Spencer Gifts - Spirit HalloweenAssistant Store Manager - SpiritDowney, CA$18.90–$19.15 / hourThe Assistant Manager is responsible for supporting the Store Manager in the various tasks involved in the overall operation of a store ensuring maximum sales/profitability by establishing and maintaining Guest Services, developing staff, controlling expenses, shrinkage and all aspects of merchandising and inventory control. The Assistant Store Manager supports the Store Manager in the staffing, setup, merchandising, pack-up and teardown of a Seasonal Store.
Store Manager - Spirit Spencer Gifts - Spirit HalloweenStore Manager - SpiritGarden Grove, CA$21.90–$22.15 / hourThe Store Manager oversees and is accountable for the total operation of a store ensuring maximum sales and profitability by establishing and maintaining Guest Services and, controlling expenses. The Store Manager is responsible for shrink, merchandising, inventory control, staffing, setup, pack-up and teardown of a seasonal store.
Senior Assistant Store Manager Spencer Gifts - Spirit HalloweenSenior Assistant Store ManagerOrange, CA$20.90–$21.15 / hourFull timeThe Assistant Manager is responsible for supporting the Store Manager in the various tasks involved in the overall operation of a store, ensuring maximum sales and profitability by developing staff, controlling expenses and shrinkage as well as all aspects of merchandising and inventory control in adherence with all Company policies and procedures. The physical demands of the job require in excess of 8 hours of standing, walking, climbing ladders and lifting up to 50 pounds.
Store Manager - Spencer's Spencer Gifts - Spirit HalloweenStore Manager - Spencer'sOrange, CA$23.90–$24.15 / hourFull timeThe Store Manager oversees and is accountable for the operation of a store, ensuring maximum sales and profitability through controlling expenses, shrinkage, human resources management as well as all aspects of merchandising and inventory control in adherence with all Company policies and procedures. The physical demands of the job require in excess of 8 hours of standing, walking, climbing ladders and lifting up to 50 pounds.
Assistant Store Manager - Spencer's Spencer Gifts - Spirit HalloweenAssistant Store Manager - Spencer'sCulver City, CA$18.90–$19.15 / hourFull timeThe Assistant Manager is responsible for supporting the Store Manager in the various tasks involved in the overall operation of a store, ensuring maximum sales and profitability by developing staff, controlling expenses and shrinkage as well as all aspects of merchandising and inventory control in adherence with all Company policies and procedures. The physical demands of the job require in excess of 8 hours of standing, walking, climbing ladders and lifting up to 50 pounds.
Guest Services Manager Highgate Hotels LPGuest Services ManagerLos Angeles, CAHotel Figueroa's vibrant arts program includes rotating art exhibits showcasing the works of L.A.'s most compelling female artists - an homage to its founding in 1926 as the largest project to have been financed, owned and operated by women. The Guest Services Manager is responsible for ensuring the operation of the Guest Services department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Guest Services Manager Hotel FigueroaGuest Services ManagerLos Angeles, CaliforniaFull timeCompensation Type: Yearly Highgate Hotels: Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. Overview: The Guest Services Manager is responsible for ensuring the operation of the Guest Services department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Assistant Guest Services Manager Terranea ResortsAssistant Guest Services ManagerRancho Palos Verdes, California$72,000–$75,000 / yearFull timeWe offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program. 1 year of experience as a Guest Service or Front Desk Assistant Manager/Manager, preferably in a 4-5 diamond/star style hotel.
Guest Service Manager - JOEY Manhattan Beach JOEY RestaurantsGuest Service Manager - JOEY Manhattan BeachManhattan Beach, CA$70,304–$85,000Our handcrafted, locally, and globally inspired menu offerings are created by award-winning chefs and presented by world-class hospitality leaders in modern, warm, and lively environments. JOEY Restaurants has been family-owned and operated since 1992 and has grown into an iconic multi-concept brand throughout North America, with continued growth and expansion planned into 2030.
Guest Services LIVE NATION ENTERTAINMENT INCGuest ServicesLos Angeles, CALive Nation Entertainment is the world's leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster, Live Nation Concerts, Front Line Management Group and Live Nation Network. If the above description sounds like you and fits your background, apply online to join the Live Nation Entertainment team today at: https://www.livenationentertainment.com/careers/ .
Guest Services Rep Part Time-104020 Extended Stay America IncGuest Services Rep Part Time-104020Torrance, CAResponsible for maintaining overall hotel cleanliness, including assisting with cleaning and upkeep of various areas of the hotel, including but not limited to the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells and common areas. The Guest Services Representative ("GSR") position must demonstrate and promote a strong commitment to providing the best possible experience for our guests.
Guest Services Rep Full Time-104010 Extended Stay America IncGuest Services Rep Full Time-104010Lake Forest, CAResponsible for maintaining overall hotel cleanliness, including assisting with cleaning and upkeep of various areas of the hotel, including but not limited to the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells and common areas. The Guest Services Representative ("GSR") position must demonstrate and promote a strong commitment to providing the best possible experience for our guests.
Guest Services Live Nation WorldwideGuest ServicesSanta Ana, California$16.50–$20 / hourLive Nation Entertainment is the world’s leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster, Live Nation Concerts, Front Line Management Group and Live Nation Network. If the above description sounds like you and fits your background, apply online to join the Live Nation Entertainment team today at: https://www.livenationentertainment.com/careers/.
Guest Services Supervisor Legends Hospitality, LLCGuest Services SupervisorLong Beach, CA$30.25–$32 / hourOur network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component - feasibility & consulting, owner's representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking - of world-class live events and venues. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Guest Services Supervisor LegendsGuest Services SupervisorLong Beach, CA$30.25–$32 / hourOur network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component - feasibility & consulting, owner's representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking - of world-class live events and venues. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Guest Services Associate- Sales & Guest Experience Hammer and Nails SouthbayGuest Services Associate- Sales & Guest ExperienceEl Segundo, CAPart timeWe are seeking a Sales Associate to join our team in Southbay, responsible for achieving sales revenue through membership sales, gift card sales, products, and services. Working with our Point of Sale system (POS) Scheduling client services, ability to increase booking by recommending other services at the time of booking.
Guest Services Supervisor Legends GlobalGuest Services SupervisorLong Beach, CaliforniaOur network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component — feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking — of world-class live events and venues. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Guest Services and Sales Associate Hammer & Nails Grooming Shop for Guys - South BayGuest Services and Sales AssociateEl Segundo, California$19–$21We are seeking a Sales Associate to join our team in Southbay, responsible for achieving sales revenue through membership sales, gift card sales, products, and services. Working with our Point of Sale system (POS) Scheduling client services, ability to increase booking by recommending other services at the time of booking.
Guest Services Associate Lead, Los Angeles-Pico Union National Health FoundationGuest Services Associate Lead, Los Angeles-Pico Unionlos Angeles, CA$19–$22 / hourWe are targeting Food Access, with an emphasis on increasing the availability of health and fresh foods in under-resourced communities, Housing, with a focus on providing shelter and care for individuals who have been released from the hospital, the Built Environment, prioritizing the removal of the barriers to health in the Historic South Los Angeles community, and Education, with a focus on risk prevention and support for pregnant and parenting teens to complete their education. The Lead Overnight Guest Services Associate (GSA) is responsible for overseeing and supporting the overnight GSA team to ensure a safe, clean, and welcoming environment for guests.
Guest Experience Manager Burke WilliamsGuest Experience ManagerTorrance, California$70,500–$0At Burke Williams, we believe that leaders exist at every level of the organization, and as an Guest Experience Manager, your job is to inspire and cultivate that leadership at all levels. A leader in the wellness industry since 1984, Burke Williams introduced the original day spa and continues to innovate, providing the latest in self-care products and services.
Front Office Guest Experience Manager The Walt Disney CompanyFront Office Guest Experience ManagerAnaheim, CA$70,000–$87,500 / yearPartner with key players - Communicate and partner with other leaders, peers and partners to ensure smooth daily operations. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors.
Assistant Director of Guest Services Terranea ResortsAssistant Director of Guest ServicesRancho Palos Verdes, CaliforniaFull timeRelates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably. We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program.
NewGuest Services Associate ZMC HotelsGuest Services AssociateBuena Park, CaliforniaKnown for our commitment to our guests and to our employees, as well as our reinvestment in our properties and the communities we serve, ZMC Hotels is committed to finding and developing creative, enthusiastic leaders and employees who share our passion for hospitality and for optimizing the guest experience. So, whether you’re an established hospitality professional looking for growth, new to the industry seeking steady employment, or a college student just starting out or seeking seasonal employment with flexible hours, there’s a great career ahead of you at ZMC Hotels!
Supervisor, Reception & Guest Services University of California, IrvineSupervisor, Reception & Guest ServicesIrvine, CaliforniaFull timeMisconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer. The role is responsible for managing day-to-day front desk operations, responding to and triaging all inquiries related to DCE students and instructors, and ensuring accurate, consistent service delivery across academic and administrative functions.
Guest Experience Manager Loews HotelsGuest Experience ManagerLos Angeles, CA$70,304–$78,400 / yearWhether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and make a meaningful impact. Who We Are: Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.
NewSupervisor, Reception & Guest Services UC IrvineSupervisor, Reception & Guest ServicesIrvine, CAAs part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment: Background Check and Live Scan Employment Misconduct* Legal Right to work in the United States Vaccination Policies Smoking and Tobacco Policy Drug Free Environment *Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer. The role is responsible for managing day-to-day front desk operations, responding to and triaging all inquiries related to DCE students and instructors, and ensuring accurate, consistent service delivery across academic and administrative functions.
Guest Services Associate - Part-Time General AccountsGuest Services Associate - Part-TimeAnaheim, CaliforniaChecking in guests during peak hours, showing that classic “customer service” smile, and always having fun with this awesome team is what we want from you. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenue while maintaining high levels of guest expectations.
Guest Service Representative Legends GlobalGuest Service RepresentativeLong Beach, CaliforniaOur network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component including feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues. This position serves as a front-line ambassador for the venue by delivering outstanding hospitality, providing event information, supporting ticketing operations, assisting guests throughout the facility, and ensuring a safe, welcoming, and memorable environment.
Hotel Guest Services Associate, Newport Beach Hotel Four Sisters InnsHotel Guest Services Associate, Newport Beach HotelNewport Beach, CAFull timeLocation: Newport Beach Hotel2306 West Oceanfront Boulevard, Newport Beach, CA 92663Location: Newport Beach Hotel2306 West Oceanfront Boulevard, Newport Beach, CA 92663 You'll be the face that warmly greets them, helps them plan an amazing getaway, answer questions, resolve issues, and ultimately plays a critical role in making their stay enjoyable.
Guest Relations Manager Marriott Vacations Worldwide CorpGuest Relations ManagerNewport Coast, CAUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Maintains a bold working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Guest Service Supervisor, Full-Time Parable HospitalityGuest Service Supervisor, Full-TimeRedondo Beach, CaliforniaMaintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on the phone. Contribute to and maintain established information and communication sources such as department and front desk logbooks in order to enhance department communications and operations.
Guest Service Supervisor, Full-Time Pacifica HotelsGuest Service Supervisor, Full-TimeRedondo Beach, CA$20–$23 / hourMaintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on the phone. Essential Functions and Responsibilities of the job include but are not limited to: Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel.
Resident Services Manager - Multi-Family Property Management UDR IncResident Services Manager - Multi-Family Property ManagementCosta Mesa, CA$70,000–$75,000 / yearManage and complete a variety of tasks which range from simple to complex; all of which are associated with driving and supporting community operations: Prepare, communicate and deliver all resident specific and community letters and notifications, legal notifications, in addition to the management of the new resident move-in process, documentation and the issuance of all community keys, fobs, remotes, parking permits and parking assignments. Lead winning team by professional example, taking ownership and personal interest in direct reports, if applicable to drive results and team performance: Host daily and weekly team huddles to discuss community/resident/operations issues and concerns, provide update to team regarding policies, practices, company or team initiatives, training and team building.
NewDining Services Department Manager (CDM or DSS Certification Preferred) Healthcare Services Group, Inc.Dining Services Department Manager (CDM or DSS Certification Preferred)ANAHEIM, CaliforniaOverview: Join Healthcare Services Group (HCSG) as a Dining Services Department Manager, leading the dining department at a long-term care facility. Additional Pay Information: Pay wage will vary based on objective factors, including location, years of experience, staffing needs, and other business reasons.
NewGuest Service Agent HRI HospitalityGuest Service AgentDana Point, CaliforniaCombining coastal charm with modern amenities, it provides an engaging environment for hospitality professionals serving both leisure and business travelers, ideal for leaders who enjoy blending a resort-adjacent lifestyle with efficient operations. Communicate effectively with other departments (e.g., housekeeping, engineering, F&B) to ensure guest needs are met utilizing tools like Quore, Outlook, Hotel Radios to communicate.
Dining Services - Manager in Training Healthcare Services Group, Inc.Dining Services - Manager in TrainingTORRANCE, CaliforniaMust obtain Food Protection Manager (FPM), Food Service Manager (FSM), Long-Term Care Food Service (LTC-FSM), and CDM,CFPP ( where required by state regulations ) certifications during the development program. Additional Pay Information: Pay wage will vary based on objective factors, including location, years of experience, staffing needs, and other business reasons.
Dining Services Manager in Training Healthcare Services Group IncDining Services Manager in TrainingTorrance, CAMust obtain Food Protection Manager (FPM), Food Service Manager (FSM), Long-Term Care Food Service (LTC-FSM), and CDM,CFPP (where required by state regulations) certifications during the development program. If you''re looking for an opportunity to grow your career in dining services management and be part of a supportive and dedicated team, apply now and start making a difference at HCSG!
Manager, Services Operations Petco Animal Supplies, Inc.Manager, Services OperationsCA$85,564–$150,315 / yearAs the key "right hand" to the Market team (MGM, DGM, GMs and Store PCC Partners), the MSO is accountable for assisting in all aspects of the Market Services businesses including partner and guest experience, services staffing and services program implementation. This leader drives their business through a focus on key result areas which include but are not limited to: Total Field Services Growth, Grooming Sales, Dog Training, Salon Safety Compliance, Power Rank, Grooming Margin, Vetco, Staffing and Turnover.
Dining Services Department Manager Skilled Nursing (DSS or CDM Preferred) Healthcare Services Group IncDining Services Department Manager Skilled Nursing (DSS or CDM Preferred)CA$35–$40 / hourDining Services Supervisor, Dining Services Manager, Dietary Manager, Nutrition Manager, Nutrition Supervisor, Food Service Director, Diet Tech, Diet Technician, Dietetic Services Supervisor. Join Healthcare Services Group (HCSG) as a Dining Services Department Manager, leading the dietary department at a Skilled Nursing facility.
Dining Services Department Manager - Skilled Nursing (DSS or CDM Preferred) Healthcare Services Group, Inc.Dining Services Department Manager - Skilled Nursing (DSS or CDM Preferred)PLAYA DEL REY, California$35–$40 / hourDining Services Supervisor, Dining Services Manager, Dietary Manager, Nutrition Manager, Nutrition Supervisor, Food Service Director, Diet Tech, Diet Technician, Dietetic Services Supervisor. Overview: Join Healthcare Services Group (HCSG) as a Dining Services Department Manager, leading the dietary department at a Skilled Nursing facility.
NewDining Services Department Manager (CDM or DSS Certification Highly Preferred) Healthcare Services Group, Inc.Dining Services Department Manager (CDM or DSS Certification Highly Preferred)LONG BEACH, CaliforniaDining Services Supervisor, Dining Services Manager, Dietary Manager, Nutrition Manager, Nutrition Supervisor, Food Service Director, Diet Tech, Diet Technician, Dietetic Services Supervisor. Overview: Join Healthcare Services Group (HCSG) as a Dining Services Department Manager, leading the dining department at a long-term care facility.
Guest Services Associate - Part-Time TownePlace Suites AnaheimGuest Services Associate - Part-TimeAnaheim, CAPart timeChecking in guests during peak hours, showing that classic “customer service” smile, and always having fun with this awesome team is what we want from you. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenue while maintaining high levels of guest expectations.
NewGuest Services Associate ZMC Hotels, LLCGuest Services AssociateBuena Park, CAFull timeChecking in guests during peak hours, showing that classic “customer service” smile, and always having fun with this awesome team is what we want from you. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenue while maintaining high levels of guest expectations.