Director of Guest Services

2 weeks ago

Colorado Springs, United States Aimbridge Hospitality Full time

Aimbridge Hospitality - Director of Guest Services Location: Colorado Springs, Colorado Salary starting at $65,000 based on experience Cheyenne Mountain Resort is a sprawling property nestled in the lush greens of Southern Colorado Springs. Impressive mountain views, along with exciting activities like golf, swimming, and tennis, allow for the unique resort experience that you can only get in this part of town. Before the fun can begin, our guests will need to check in upon arrival, and we want that experience to be unparalleled. As Director of Guest Services, you would oversee the team that welcomes guests to the property. You will be directing and administering all Front Office operations including staff training, inter-department communications, and staff scheduling. The successful candidate must possess strong guest service skills, be able to communicate well, and have a passion to lead their department. Responsibilities Responsible for short- and long-term planning and the management of Cheyenne Mountain Resort Guest Services operations including Guest Services, Transportation, and Bell Services. Develop and recommend the budget, labor cost plans, and objectives and manage within those approved plans. Develop, implement and maintain the resort’s VIP and Guest Recovery programs. Maintain guest room inventory per guidance by the Director Revenue Management. Ensure all operations and cash handling adhere to policies and procedures. Maintain excellent communication with the other departments. Stay updated regarding information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas. Analyze, investigate, and resolve guest complaints. Create expectations, lead people, manage processes, and hold people accountable for the agreed SOPs. Ensure proper staffing levels for guest service goals. Conduct or ensure all Training and Evaluations are completed as required. Coach and counsel employees to reflect service standards and procedures. Participate in the recruitment process for Guest Services. Prepare reports concerning room occupancy, payroll expenses, and department expenses. Mentor, motivate, and teach staff to ensure success. Plan and coordinate activities of Guest Services supervisors and line associates. Motivate team members and resolve any issues that occur on the job. Attend periodic staff meetings with other department heads to discuss company policies and patrons’ complaints, and to make recommendations to improve service and ensure more efficient operation. Lead regular stand-ups and Guest Services team meetings. Control all expenditures relating to Guest Services, including labor, guest room supplies, and equipment. Monitor and assess service and satisfaction trends, evaluate and address issues, and make improvements accordingly. Use up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue. Implement and monitor all corporate marketing programs. Run and complete daily reports, analyze data and make decisions based on data. Respond to emergencies, including but not limited to the operation of the Fire Panel, communication with emergency personnel such as Police and Fire Department. Complete various additional tasks and assignments as needed or requested by the General Manager. Skills & Qualifications Diploma in Hospitality / Tourism Management or a relevant field; or equivalent work experience. 4 years or more of progressive Front Office/Front Desk management experience. Ability to speak a second language fluently will be considered an asset. Good working knowledge of Reserve/Opera software or similar programs. Excellent proficiency with Microsoft Suite applications. Refined verbal and written communication skills. Ability to work a flexible schedule; weekends, holidays, overnight shifts. Physically agile, ability to stand or walk for long periods of time. Impeccable time management and organizational skills. Excellent problem-solving skills. Well-groomed, professional appearance. Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds. Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, good communicator, effective in providing exceptional guest service, and ability to improve the bottom line. Company Overview As the global leader in third-party hotel management, our growing portfolio represents over 1,550 hotels in all 50 states and 22 countries, from top international lodging brands to luxury hotels, destination resorts, and lifestyle hotels. Our associates around the globe are passionate about serving our guests and driving exceptional results and thrive in a culture where everyone is inspired to be the best. Join a world of possibility with Aimbridge Hospitality. Benefits Medical, Dental, and Vision Coverage Short-Term and Long-Term Disability Income Term Life and AD&D Insurance Paid Time Off Employee Assistance Program 401k Retirement Plan Compensation Min: USD $56,000.00/Yr. Compensation Mid: USD $70,000.00/Yr. Compensation Max: USD $84,000.00/Yr. EEO Statement: Aimbridge Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. #J-18808-Ljbffr

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