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Guest Services Manager

1 month ago

Alta, United States Grand Targhee Resort Full time
Description

SUMMARY

The Guest Services Manager is responsible for overseeing all aspects of guest service operations at Grand Targhee Resort, ensuring an exceptional and seamless experience for every guest. This role involves managing a team, coordinating guest services activities, handling guest inquiries and concerns and training all Resort staff on products, services and amenities ensuring staff is knowledgeable and consistent. The Guest Services Manager plays a critical role in maintaining high standards of service, enhancing guest satisfaction, and promoting Grand Targhee's reputation.

BENEFITS & PERKS
  • Generous PTO Package
  • Competitive Medical, Dental, Vision, & Life Insurance
  • 401(k) with Employer match following one year of service
  • Employee Winter/Summer Season Pass and Dependent Passes
  • Reciprocal Skiing/ Mountain Biking at Area Resorts (Jackson Hole, Big Sky, Whitefish, Bridger Bowl, Snow King, Brighton)
  • Free Buddy Ski/Lift Passes
  • Food and Beverage Discounts
  • Free Employee Shuttle
  • Skiing/Mountain Biking Lessons
  • Retail and Rental Discounts & Freebies
  • Lodging Discounts
  • Discounted Whitewater Rafting and Other Off-Site Activities
  • Off Mountain in Town Discounts at Retailers, Restaurants, Climbing Gym and more
Due to the nature of the recreation and hospitality industry, Grand Targhee operates seven days a week. This position will require a schedule of five days a week that will include weekends and holidays.

A key part of every employee's job is to serve as a Targhee ambassador, engaging the guest at every opportunity.

ESSENTIAL DUTIES AND RESPONSIBILITIES including the following. Other duties may be assigned.
  • Leadership and Team Management:
    • Supervise, train, and motivate the Guest Services team, including Mountain Hosts, Activities Center and Ticket Booth Staff, and other guest-facing personnel.
    • Schedule and manage staffing levels to ensure adequate coverage during peak times and special events.
    • Conduct regular team meetings to communicate goals, expectations, and updates on resort operations.
  • Guest Experience Management:
    • Develop deep understanding and knowledge of all resort product offerings and amenities.
    • Ensure all guests receive a warm welcome and high-quality service.
    • Respond promptly and professionally to all guest inquiries, feedback, and complaints, resolving issues to guests' satisfaction.
    • Monitor and assess guest satisfaction through surveys, feedback, and direct interactions, and implement improvements as needed.
  • Operational Oversight:
    • Oversee the daily operations of the Guest Services department, including hiring of seasonal staff, staffing and seasonal reviews.
    • Develop and maintain standard operating procedures (SOPs) for guest services functions, ensuring consistency and efficiency.
    • Collaborate with other departments, such as Mountain Sports School, Retail, Food & Beverage, and Housekeeping, to ensure a cohesive guest experience.
    • Ensure resort staff are well-informed and confident in discussing the resort's products, services and offerings thereby enhancing the guest experience and promoting cross-departmental and seasonal knowledge.
  • Activity/Event Coordination and Support:
    • Coordinate the planning and execution of special resort activities, and special promotions, such as Holiday week programming and other special promotions.
    • Work closely with the Events team to ensure guest services are aligned with event needs and objectives.
  • Budget and Financial Management:
    • Develop and manage the Guest Services department budget, monitoring expenses and ensuring cost-effective operations.
    • Track and report on key performance indicators (KPIs), including guest satisfaction scores, response times, and financial metrics.
  • Innovation and Continuous Improvement:
    • Identify opportunities to enhance the guest experience, such as new product and service offerings, technologies, or process improvements.
    • Stay informed about industry trends and best practices in guest services and hospitality, and implement relevant innovations.
QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Experience:
    • 5+ years of experience in a guest services or hospitality management role, preferably within a ski resort or similar environment.
    • Proven track record of leading teams and delivering exceptional guest experiences.
    • History with RTP or similar POS system preferred.
  • Skills:
    • Strong leadership and team management abilities.
    • Public speaking skills.
    • Excellent communication, interpersonal, and conflict resolution skills.
    • Ability to work in a fast-paced environment and manage multiple priorities.
    • Proficient in using guest services software and other relevant technologies.
  • Personal Attributes:
    • Passionate about guest service and committed to exceeding guest expectations.
    • Proactive, detail-oriented, and capable of thinking strategically.
    • Flexible and adaptable, with the ability to work evenings, weekends, and holidays as required.
RESPONSIBILITIES TO SAFETY:
  1. Protect the safety of self-workers, and Grand Targhee Resort guests.
  2. Report any potentially harmful equipment or situations to the immediate supervisor without delay.
  3. Report safety-related accidents and incidents at once to immediate supervisor.
  4. Follow all company and department safety policies and procedures as outlined in the Resort's Occupational Safety & Health Compliance Manual and department-specific procedures or manuals.
  5. Operate equipment safely so that it will not lead to injury to yourself or others.
  6. Drive in accordance with the law and Grand Targhee Resort policies.

SUPERVISORY RESPONSIBILITIES

This position oversees the seasonal Activities Center staff, Kid's Club and Summer Camp staff and Mountain Hosts (winter only)

WORK SCHEDULE

Due to the nature of the recreation industry, we are in operation seven days a week. This includes weekends and holidays and there is no guarantee of hours. Flexible working hours may be required based on the business levels.

EDUCATION and/or EXPERIENCE

Bachelor's Degree in Hospitality Management, Business Administration, Tourism, or a related field is strongly preferred.

Associate's Degree in a relevant field combined with substantial experience in guest services or hospitality may also be considered.

Certifications (optional but advantageous):
  • Certified Hospitality Supervisor (CHS)
  • Certified Guest Service Professional (CGSP)