Guest Services Manager - Year Round

Year Round

Steamboat
- Ski Town, U.S.A. is known as the friendliest mountain destination on the planet, thanks to our western heritage and welcoming staff. We pride ourselves on hiring the best employees and providing the best experience in the industry. Our culture is supportive, challenging, passionate and committed and we believe that diversity makes us stronger. We are looking for unique individuals who exemplify these qualities and care about each other, our mission, our environment, and our communities.

• Free Alterra Mountain Pass for all eligible employees and eligible dependents for winter and summer, and a free IKON Pass to eligible employees*
• Discounted skiing and riding for friends and family of eligible employees*
• Vacation and Sick Time policies for eligible employees
  * to rest, relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more for Year Round, Flex Year Round, & Season-to-Season Employees.
• Apex-MEC (minimum essential coverage) plan available to all seasonal employees without an offer of major medical coverage. This plan helps cover preventive visits, urgent care visits, Free Telehealth, Limited Hospitalization, Prescription Drug Benefits and Free Multilingual Behavioral Health.
• 401(k) plan with generous company match
• Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education
• Paid parental leave of up to 6 weeks for eligible employees*
• Free regional bus pass

* for more information on our employee benefits!

For information on Steamboat Ski & Resort Corporation's Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

Steamboat is looking for a new leader for our guest services team at The Steamboat Grand. This position will be responsible for leading all areas of guest service and creating an incredible experience for our guests and employees. The ideal candidate for this position must be able to multi-task on a high level while paying attention to detail. Two years of management experience in a front desk or reservations field is required.

A pdf or word document is required with online application.

• Oversee and supervise all phases of Guest Services operations including front desk, night audit, room inventory controller, concierge, bell/valet and transportation.
• Plan, coordinate, supervise, monitor and evaluate all daily operations of assigned front desk functions including the guest check-in and out process, as well as guest and owner requests.
• Maintain a strong presence on the desk. Perform the Check-In and Check-Out process for guests at Hotel Front Desk, as required by volume. Book reservations for walk-in guests. Have a solid understanding of various room types and make changes to reservations accordingly.
• Oversee all staffing/scheduling requirements for Hotel Guest Services
• Supervisor guest service employees, including employee or HR issues, timekeeping and other HR related tasks.
• Ensure that all guest inquiries, guest issues / requests are resolved in a timely manner. Provide support to staff to resolve guest or Front Desk issues. Make sure staff members put in proper notes and traces when there is a guest issue
• Closely monitor guests' experience. Provide superior service to all customers (internal and external) at all times and follow the Resort Etiquette Guidelines while interacting with the guests and respond to all guests in a courteous, efficient manner.
• Be an effective problem-solver and deal with stressful and challenging situations in a fast-paced environment.
• Confer regularly with other departments or company personnel (front desk and reservations, maintenance, housekeeping, accounting, etc.) to plan, coordinate and evaluate activities, services, events, policies, procedures, exchange information, and resolve problems. Act as an effective communicator and offer constructive feedback to other hotel departments in order to improve the quality and service of the Steamboat Grand operations
• Develop daily shift meetings and strategies to provide communication and promote staff morale.
• Ensure that all daily reporting and reservation tasks are completed. Run Operational Reports from SMS, and complete daily task checklist.
• Ensure all night audit tasks are completed.
• Ensure that proper safety and security procedures are followed by all staff. Manage maintenance of office area and daily coffee service.
• Create weekly labor forecasts. Manage all staff payroll procedures and timekeeping.
• Maintain accuracy of all banks, manage and audit all open and closing procedures, follow all audit and money-handling procedures.
• Implement training program of…