Vail Resorts Guest Service Manager - DoubleTree by Hilton - Breckenridge Ski Resort in Breckenridge, Colorado
Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.
The Guest Service Manager manages all operational activities of Guest service Team and Concierge to provide the highest standards of courteous service while meeting and exceeding profit levels. Communicates effectively in writing and verbally to provide direction to staff. Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for front office staff. Interacts positively with guests and takes action to resolve issues to the satisfaction of the guest and Resort.
Additional responsibilities include but are not limited to:
Ensure that DoubleTree guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed.
Must remedy all guest complaints or issues.
Must review all site tours, resumes, arrivals, and departures daily, provide communications and operational actions of team to deliver upon all service standards
Intercept all guest issues and respond directly with guest on behalf of the property.
Responsible for payroll. Must create and cost out weekly schedules for guest service and concierge within budgeted and forecasted CPOR. Must approve/monitor all payroll.
Review the current day's expected arrivals and checks that all guests special request are addressed.
Manages incoming and outgoing packages on property
Ensure all checklists are updated and are completed by his/her team
Conduct interviews and reference checks as well as organize and administer on-the-job training for new employees.
Follow proper cash handling procedures, regarding tipped team and contracted gratuities
Develop strong working relationships with all departments
Attend hotel and financial meetings and represent Guest Services in pre-con meetings.
Conduct daily pre-shift meeting to include Hilton and Vail Resorts standards of the day and safety topic of the day.
Keeping current on Honors program, OnQ updates and service standards
Acting MOD on weekends and nights.
Keeping the department well organized, stocked, clean, and functional.
Ensuring all policies and procedures are met and executed on a consistent basis.
Develop and train employees for career advancement.
Responsible for attending all company training classes.
Work with Front of Manager to achieve budgeted and forecasted labor spend
Conduct Spatial Awareness training to provide tools for the teams to be safe on the job and in handling guest and property vehicles
College degree in business, hospitality - required
Minimum two years in hospitality, or related role - Required
Intermediate Excel - required
Detail oriented on assigned tasks and the ability to follow through to a conclusion
Strong communication skills
Ability to take ownership of projects and drive production through completion
Ability to work successfully in a strong team environment
Strong Hilton and/or Hyatt system skills(OnQ, R&I, Opera, PRIO) - Preferred
Ability to learn new systems quickly - required
Take advantage of Vail Resorts Employee perks/discounts as well as Hilton employee rate lodging worldwide!
If you’re hard working and feel exhilarated serving others, you’ll feel right at home in our authentic ski town and world-class mountain resort. As a community of adventurers and discoverers, we deliver an experience of a lifetime to every single guest that visits our mountain town. If you’re interested in moving mountains in your career, come work with us at Breckenridge where you’ll instantly feel at home. www.vailresortscareers.com
Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.
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