Guest Services Director

2 days ago


Sedona, Arizona, United States Enchantment Resort Full time
Job Summary

We are seeking a highly skilled and experienced Guest Services Manager to oversee the daily operations of our resort's guest services areas, including Front Desk, Bell Staff, and Concierge. The successful candidate will be responsible for ensuring high levels of guest satisfaction, smooth running operations, and maintaining financial responsibility over Guest Services.

Key Responsibilities
  • Oversee and have a working knowledge of all Front Office systems
  • Ensure that the resort runs smoothly and that any guest complaints and/or emergencies are handled in an expeditious and satisfactory manner
  • Ability to deal effectively with all departments on a daily basis to ensure high standards of guest services
  • Ability to ensure high levels of service are maintained in all areas
  • Anticipate and intervene in all incidents of guest dissatisfaction and attempt to satisfy all such guests within resort policy
  • Hold monthly department meetings with direct reports to review resort events, departmental policies and procedures, and maintain high levels of morale
  • Effectively supervise all areas, including coaching and counseling, and disciplinary action as necessary
  • Organize and oversee group arrivals and departures with the Bell Captain
  • Interview and hire new staff as necessary for the departments
  • Conduct performance reviews as necessary for the Guest Services department
  • Schedule employees based on occupancy forecast and levels to ensure adequate coverage in order to minimize payroll and labor costs
  • Ensure that department profitability objectives are met
  • Monitor payroll and labor costs on a daily basis
  • Create department budgets annually and effectively control expenses
  • Responsible for the economical purchase and control of all equipment in the departments
  • Interact with VIPs, Homeowners, and Group Coordinators as necessary
  • Inspect VIP rooms as necessary prior to arrival to ensure high standards and personally greet all VIPs whenever possible
  • Know all safety and emergency procedures for guests and employees and how to act upon them
  • Develop and implement service standards to ensure a consistent guest experience at a high quality level
  • When serving as MOD, address all night guest complaints to ensure proper and satisfactory resolution and ensure that nightly MOD report is completed and pertinent information is properly documented and passed on to resort management
  • Effectively implement training for all staff and train in all areas as necessary
  • Maintain outside business contacts within the hotel/resort industry
  • Responsible for the implementation and effectiveness of all cash handling within all reporting departments
  • Understand accident prevention policies and contact proper authorities for any emergencies and complete all necessary paperwork associated with the incident
Requirements

Bachelor's degree from a four-year college or university; or equivalent related work-related experience and/or training. Prefer 2 years' Front Desk supervisory experience and hotel/resort operations experience. Must have strong organizational skills, excellent written and verbal communication skills, and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills.

Physical Requirements

45% Sitting

65% walking, standing, and bending

Lifting/Carrying up to 25 lbs.

Hearing and Manual dexterity

Distance vision 1-3 feet

Ability to drive a golf cart on occasion as necessary



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