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Guest Services Operations Manager

2 months ago

Breckenridge, Colorado, United States Beaver Run Resort Full time
Job Overview

About Us:

Beaver Run Resort and Conference Center is situated in the picturesque Breckenridge, Colorado, surrounded by the stunning Rocky Mountains. With proximity to both winter sports and summer hiking trails, our resort offers an ideal location for guests year-round. We boast 40,000 square feet of versatile conference and meeting facilities, making us the largest conference center in Breckenridge, complemented by breathtaking views and a dedicated professional team.

Key Responsibilities:

The Front Office Manager plays a crucial role in overseeing front desk operations and ensuring a delightful experience for all guests. This position entails supervising front office, shuttle, and bell staff, managing guest accounts, and enhancing every aspect of the guest journey. Collaboration with reservations, housekeeping, and conference services is essential to provide a seamless experience. The Front Office Manager will also work alongside Sales & Marketing to analyze guest feedback and surveys. A successful candidate will demonstrate outstanding guest service and problem-solving abilities. This position is based on-site in Breckenridge, CO. Full-time, year-round employment with eligibility for benefits.

Compensation: Starting salary of $70,000+ based on experience.

Supervisory Responsibilities:

  • Lead a team of 12-15 direct reports.
  • Conduct performance management, including goal setting, annual evaluations, and feedback provision.
  • Manage scheduling and attendance records.
  • Identify and foster development and advancement opportunities.
  • Calculate and manage team commissions.
  • Ensure compliance with company policies and procedures.

Core Duties:

  • Oversee front desk, Bell Service, and Shuttle operations.
  • Train and guide staff in daily activities to maintain high-quality guest service.
  • Monitor staffing levels to align with business and guest needs while achieving financial objectives.
  • Manage guest accounts, including billing and upgrades.
  • Address guest complaints swiftly to ensure satisfaction.
  • Drive team performance by establishing clear expectations aligned with property standards.
  • Assist in budget development and expense management.
  • Compile and analyze guest survey results and feedback.
  • Develop and implement policies to enhance operational efficiency.
  • Ensure compliance with all regulatory requirements.
  • Collaborate with other departments for cohesive operations.
  • Handle administrative responsibilities, including maintaining hotel records.

Qualifications:

  • High school diploma or GED - required
  • Bachelor's degree in hospitality or equivalent experience - preferred
  • 4+ years of experience in the hospitality or resort industry - required
  • 2+ years of supervisory experience - required
  • Proficiency in Microsoft Office Outlook and Word - required
  • Advanced skills in Microsoft Excel and related data software - required
  • Experience with SMS - preferred
  • Familiarity with Revinate guest data platform - preferred

Benefits:

  • Performance-based bonuses.
  • On-site parking conveniently located.
  • Employee ski pass purchasing program.
  • Discounts on hotel and dining services.
  • Flexible time off policy.
  • Comprehensive insurance options including health, dental, and vision.

This job description is intended to provide a general overview of the position. Additional duties may be assigned as necessary.