Guest Services Manager

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Full Time Grand View Lodge, Nisswa, MN, US

8 days ago Requisition

Salary Range: $70,000.00 To $80,000.00 Annually

Position Overview:

Grand View Lodge is looking for a polished, guest‑obsessed leader to manage our Guest Services operation: overseeing Front Desk, Reservations, and Transportation, the three departments that define the first and last impression every guest takes home. You’ll set and uphold service standards, develop a high‑performing team, and ensure that every touchpoint in the guest journey reflects the warmth and excellence Grand View Lodge is known for.

This is a high‑visibility, high‑impact role with real exposure to all aspects of resort operations and a clear path toward broader leadership opportunities within Cote Hospitality.

About Grand View Lodge & Cote Hospitality:

For over 100 years, Cote Hospitality has crafted transformative guest experiences across world‑class resorts and camps. At Grand View Lodge, that means exceptional wellness woven into a full resort lifestyle, golf, dining, events, and more, all grounded in our Cote Cares culture of belonging, respect, and shared purpose. We’re invested in your growth here: this role comes with real opportunity to advance and expand your skills within our Guest Services department.

Duties & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead and align the Front Desk, Reservations, and Transportation teams to deliver a seamless, elevated guest experience from first contact through departure.
• Establish and maintain call and service standards that drive both guest satisfaction and revenue; ensuring every interaction reflects GVL’s commitment to excellence.
• Ensure guests are welcomed, checked in and out professionally, and that every service touchpoint meets or exceeds our standards.
• Own guest recovery; troubleshoot complaints and service concerns with professionalism, empathy, and urgency, turning difficult moments into lasting positive impressions.
• Recruit, hire, train, and develop Front Desk, Reservations, and Transportation staff; conduct regular performance evaluations and build a culture of accountability and growth.
• Coach and mentor team supervisors and leads, helping them grow as leaders and perform at their fullest potential.
• Manage transportation operations; scheduling drivers, coordinating pick‑up and drop‑off logistics, and ensuring timely, professional service for guests and associates alike.
• Partner cross‑departmentally to ensure a cohesive, consistent resort experience that reflects the full breadth of what Grand View Lodge offers.
• This is a resort hospitality role — availability on weekends, holidays, and extended hours during peak seasons is required.

What You Bring:

• Minimum 3 years of hospitality experience, with previous operational leadership in a hotel, resort, or similar environment preferred.
• A genuine passion for guest service; you take personal pride in the experience every guest has and hold your team to the same standard.
• Strong communication skills across all formats; you’re as comfortable leading a team meeting as you are de‑escalating a guest complaint or presenting to leadership.
• Exceptional organizational ability and sound decision‑making under pressure; you stay composed when things get busy and find solutions quickly.
• Experience with property management and reservations software; knowledge of Opera, HMS, SCS, or similar systems is a strong plus.
• Proficiency in Microsoft Word, Excel, and PowerPoint; comfortable learning new software applications.
• A self‑starter mindset; results‑driven, innovative, and able to balance short and long‑term priorities without losing sight of the guest.
• Physical ability to stand and walk for 5–6 hours, climb stairs, reach, bend, and occasionally lift 50+ lbs.
• A hospitality or business‑related degree is preferred but not required; the right experience speaks for itself.

Why Join Us

You’ll be part of a team that genuinely invests in its people. Cote Cares isn’t a tagline, it’s how we show up for each other every day. You’ll have the tools, support, and team culture to do your best work, with real opportunity to grow your career within our Guest Services department.