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 65000 75000 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 financialbusiness decision making; demonstrates honestyintegrity; leads by exampleEncourages and builds mutual trust respect and cooperation among team membersSupervises and manages employees; manages all day to day operations Understands employee positions well enough to perform duties in employees absenceEnsures 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 employeesCelebrates successes and publicly recognizes the contributions of team members Maintaining Guest Services goals Achieves and exceeds goals including performance goals budget goals team goals etcManages day to day operations ensuring the quality standards and meeting guest expectationsKeeps 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 metUnderstands 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 guidelinesManaging Projects Policies and Financials Ensures compliance with all policies standards and proceduresEnsures 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 GMRespond 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 teamKeep all departments notified of any fluctuations in business levels special guests groups etcEnsuring Exceptional Guest Service Provides services that are above and beyond for guest satisfaction and retention within the LHW standardsTakes vital part in Training new staff members to the Standards Core Values and Expectations of the Sonnenalp hotel cultureImproves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when neededDisplays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations and guest returns Strives to improve service performanceEmpowers employees to provide excellent guest serviceResponds to and handles guest problems and complaints Follow up on HotSos issuesObserves service behaviors of employees and provides feedback to individuals andor managersManaging and Conducting Human Resource Activities Provides guidance and direction to subordinates including setting performance standards and monitoring performanceSolicits employee feedback utilizes and open door policy and reviews employee satisfaction results to identify and address employee problems or concernsManages employee progressive discipline procedures for all staffMaintains 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 operationEducationExperience High School diploma or equivalent GED and 2 years experience in guest services front desk or related professional area requiredTwo year degree from an accredited university in Hotel & Restaurant Management Hospitality Business Administration or related major preferredPrior supervisory experience required preferably in a hotel environmentSpecial SkillsEquipment Prior experience with HMS or similar Lodging Software preferredEfficient with computers Microsoft Office and web based systemsAbility to work under minimal supervision; self motivated & self starterEffective interpersonal and public speaking skillsEffective organizational skillsDemonstrated effective leadership and coaching skillsEssential Physical Requirements Ability to work a flexible scheduleAbility to stand and walk for full length of shift up to 12 hours at one timeAble to perform various activities such as constant standing walking frequent bending reaching kneeling and squattingRoutinely handles objects weighing up to 15 lbs and on occasion may be expected to lift objects weighing up to 50 lbsBenefits Medical Dental Vision InsuranceResort DiscountsHoliday Pay Paid Time Off and Sick Pay401k Retirement Plan & Roth 401kVoluntary Life InsuranceShort Term & Long Term DisabilityEmployee Assistance ProgramParking Credit or Discounted Bus Passes