Guest Service Manager

The Gant

Aspen, Colorado

POSITION SUMMARY

This position will provide a variety of guest services at the highest possible level for guests and homeowners. Responsible for managing all aspects of the front office department, and leading the guest services team to provide the highest quality services and products while supporting the hotel’s vision, mission and values. This position is responsible for training team members in delivering the ultimate guest experience, utilizing the property’s service principles and standards.

GENERAL BENEFITS: M/D/V, 401(k), EAP, Life Insurance, PTO, Annual Bonus, Wellness Bonus/Ski Pass; See Benefit Summary for full list.

DUTIES AND RESPONSIBILITIES

• Lead, direct and manage the guest services team
• Provide the necessary training, education, and expected service standards for front desk agents and bell staff to provide exemplary service to guests and owners
• Participate in the hiring processes for front office staff.
• Monitor post stay surveys and reviews through Revinate platform.
• Communicate with internal & external guests, some of whom will require levels of patience, tact and diplomacy to resolve conflict
• Create and produce reports as required
• Participate in property initiatives
• Attend department and property meetings in absence of Front Office Manager
• Proactively identify potential guest issues
• Work with FOM to perform associate evaluations, provide coaching and development
• Monitors guest satisfaction processes, and responds to guest concerns, and inquiries
• Ensure cleanliness and maintenance of front and lobby areas
• Actively promotes property culture and associated initiatives and processes
• Recognize and manage emergency situations
• Other duties as assigned

QUALIFICATIONS

• Experience leading members of diverse teams and directing multi-layered departmental operations in fast paced, physically demanding duties and indoor/outdoor environments
• 2-3 years’ experience in a 4-diamond quality hotel/resort/conference center in a managerial customer service role
• Knowledge in property management systems is highly desirable, and technical proficiency in Microsoft applications is required
• Customer service experience in a high-volume/high-quality environment with the ability to problem solve, identify and resolve the situation
• Excellent communication skills, both written and verbal, organization and time management skills
• Ability to access and accurately input information using a moderately complex computer systems
• Remain calm and professional under stress and have conflict management and resolution skills
• Maintain confidentiality and discretion with sensitive information related to guests and employees
• Ability to work autonomously with minimal or no supervision

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

• Must be able to lift, push, and pull a minimum of 50 pounds
• Must be able to stand/walk 8 hours per day
• The ability to work well in a team
• Must be adaptable, flexible, and able to multitask
• Exhibit exceptional attention to guest service while performing strenuous indoor/outdoor duties and labor intensive tasks
• Clean driving record and ability to drive a large vehicle

TOOLS AND EQUIPMENT

• Computer and printer and general office supplies
• Communication radio
• Bell carts and other standard hotel guest service equipment

This Job Description in no way states that these are the only duties of an employee in this position. The employee is required to comply with all instructions and other related duties requested by his or her manager. The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. I hereby certify that I have read and understand the contents of this job description as outlined above and that I am able to perform these duties with or without accommodation. Further, I understand that failure to perform these duties as assigned may be grounds for dismissal.