Guest Services Manager

Primary Purpose of Position

Responsible for effective management of Bell Staff, Concierge, and Ski Valet functions and teams. Will work to successfully execute all guest service operation, including guest arrival and departure procedures, according to the Sonnenalp and LQA Standards. Will collaborate with the Front Desk Team to strive to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Wage: $65,000 - $75,000

Typical Schedule: Mixed between Days, Nights, Weekends, and Holidays

Essential Duties and Responsibilities

Leading Guest Services Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees; manages all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.
• Ensures recognition of employees is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Performs quarterly check-ups, annual reviews for all the reporting employees
• Celebrates successes and publicly recognizes the contributions of team members.

Maintaining Guest Services goals

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Manages day-to-day operations, ensuring the quality, standards and meeting guest expectations.
• Keeps team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Understands the impact of the operations on the Rooms Division and overall property financial goals.
• Evaluates and maintains schedules to meet guest needs, while adhering to budget guidelines.

Managing Projects, Policies, and Financials

• Ensures compliance with all policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Sonnenalp Hotel Policies.
• Perform other tasks as may be assigned by the Director of Rooms or GM
• Respond properly and take a supervisory role in hotel emergency or safety situation as well as ensure the proper control and instruction of said emergency procedures to the Guest Services team
• Keep all departments notified of any fluctuations in business levels, special guests, groups etc.

Ensuring Exceptional Guest Service

• Provides services that are above and beyond for guest satisfaction and retention within the LHW standards
• Takes vital part in Training new staff members to the Standards, Core Values and Expectations of the Sonnenalp hotel culture.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations and guest returns.
• Strives to improve service performance.
• Empowers employees to provide excellent guest service.
• Responds to and handles guest problems and complaints. Follow up on HotSos issues.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Solicits employee feedback, utilizes and “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Manages employee progressive discipline procedures for all staff.
• Maintains training program for employees to receive the appropriate information to successfully perform their job. Continuous training should be a primary focus in coordination with the Training Manager in order to improve and maintain excellent guest comments and LHW scores.
• Assist in hiring hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Education/Experience

• High School diploma or equivalent (GED) and 2 years’ experience in guest services, front desk, or related professional area - required
• Two year degree from an accredited university in Hotel & Restaurant Management, Hospitality, Business Administration or related major – preferred
• Prior supervisory experience required, preferably in a hotel environment.

Special Skills/Equipment

• Prior experience with HMS or similar Lodging Software preferred.
• Efficient with computers, Microsoft Office, and web based systems.
• Ability to work under minimal supervision; self-motivated & self-starter.
• Effective interpersonal and public speaking skills.
• Effective organizational skills.
• Demonstrated effective leadership and coaching skills.

Essential Physical Requirements

• Ability to work a flexible schedule
• Ability to stand and walk for full length of shift, up to 12 hours at one time
• Able to perform various activities such as constant standing, walking, frequent bending, reaching, kneeling, and squatting
• Routinely handles objects weighing up to 15 lbs and on occasion may be expected to lift objects weighing up to 50 lbs

Benefits

• Medical, Dental, Vision Insurance
• Resort Discounts
• Holiday Pay, Paid Time Off and Sick Pay
• 401(k) Retirement Plan & Roth 401(k)
• Voluntary Life Insurance
• Short Term & Long Term Disability
• Employee Assistance Program
• Parking Credit or Discounted Bus Passes