Guest Services Manager Job Sedona Arizona USA,Hospitality / Hotel / Catering

Are you outgoing, energetic, passionate, and authentic? Enchantment Resort is the perfect spot for you! At Enchantment, we work together to create and deliver extraordinary experience for all guests and team members here at the resort. Our culture is fast-paced, collaborative, inclusive, engaging, and we have one of the best views you'll ever find! Come join us!

Basic Function

Oversees all of the guest services areas including, Front Desk, Bell Staff, and Concierge. Ensure high level of guest satisfaction and smooth running operations. Maintains financial responsibility over Guest Services

Work Performed

Overall knowledge of all resort operations

Oversee and have a working knowledge of all Front Office systems

Ensure that the resort runs smoothly and that any guest complaints and/or emergencies are handled in an expeditious and satisfactory manner

Ability to deal effectively with all departments on daily basis to ensure high standards of guest services

Ability to ensure high level of services is maintained in all areas

Anticipate and intervene in all incidents of guest dissatisfaction and attempts to satisfy all such guests within resort policy

Hold monthly department meetings with direct reports to review resort events, departmental policies and procedures and maintain high level of moral

Effectively supervises all areas include coaching and counseling, and disciplinary action as necessary

Organize and oversee group arrivals and departures with the Bell Captain

Interview and hire new staff as necessary for the departments

Conduct performance reviews as necessary for the Guest Service department

Schedule employees based on occupancy forecast and levels to ensure adequate coverage in order to minimize payroll and labor costs

Ensure that department profitability objectives are met

Monitor payroll and labor costs on a daily basis

Create department budgets annually and effectively controls expenses

Responsible for the economical purchase and control of all equipment in the departments

Interact with VIP's, Homeowners, and Group Coordinators as necessary

Inspect VIP rooms as necessary prior to arrival to ensure high standards and personally greet al VIPs whenever possible

Know all safety and emergency procedures for guests and employees and how to act upon them

Develop and implement service standards to ensure a consistent guest experience at a high quality level

When serving as MOD, address all night guest complaints to ensure proper and satisfactory resolution and ensure that nightly MOD report is completed and pertinent information is properly documented and passed on to resort management

Effectively implement training for all staff and train in all areas as necessary

Maintain outside business contacts within the hotel/resort industry

Responsible for the implementation and effectiveness of all cash handling within all reporting departments

Understand accident prevention policies and contact proper authorities for any emergencies and complete all necessary paperwork associated with the incident

Other duties as assigned

Supervision Exercised

Front Office Supervisor, Bell Captain, Lead Concierge

Supervision Received

Front Office Manager

Responsibility & Authority

Oversee Guest Services staffing, operations and financial responsibilities

Maintain a high level of guest service at all times in all guest services areas

Uphold the resort commitment to hospitality

Act as Manager on Duty as required

Work closely with all departments to ensure guest service levels are being met

Minimum Requirements

Bachelor's degree from four-year College or university; or equivalent related work related experience and/or training. Prefer 2+ years' Front Desk supervisory experience and hotel/resort operations experience. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills

Physical Requirements

45% Sitting

65% walking, standing and bending

Lifting/Carrying up to 25 lbs.

Hearing and Manual dexterity

Distance vision 1-3 feet

Ability to drive golf cart on occasion as necessary