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Guest Services Manager

2 months ago

Crested Butte, Colorado, United States Elevation Hotel and Spa Full time

Compensation Type:

Hourly Highgate Hotels:
Highgate is a leading real estate investment and hospitality management firm, widely acknowledged as a pioneer in the sector. Highgate holds a prominent position in U.S.

gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, while also expanding rapidly in Europe, Latin America, and the Caribbean.

The company's portfolio encompasses global properties with an aggregate asset value exceeding $20 billion and generates over $5 billion in cumulative revenues.

Highgate offers expert guidance throughout all phases of the hospitality property cycle, from planning and development to recapitalization or disposition.


Additionally, Highgate possesses the creativity and resources to develop custom hotel brands and employs industry-leading proprietary revenue management tools that identify and forecast changing market dynamics to enhance performance and maximize asset value.

With an executive team comprising some of the industry's most seasoned hotel management professionals, Highgate is a trusted partner for top ownership groups and major hotel brands.

Highgate operates corporate offices in London, New York, Dallas, and Seattle.

Location:

Overview:

WHERE YOU WORK
Elevation Hotel and Spa is a premier adventure resort that


integrates Crested Butte's local culture, featuring a newly crafted cocktail-focused lobby bar named "billy barr," after the renowned local climate researcher.


The Matchstick Lounge provides a comfortable environment to relax, play pool, and is themed around the adventure film production company.

The main dining venue, José, showcases a


distinctive menu of chef-crafted, Guadalajara-inspired dishes along with craft cocktails, serving guests both indoors and on a spacious slope-side patio.


WHY YOU'RE HERE
What drives you in your work? Passion. Pride. Life. You are dedicated to making a difference.

Your mission is to create memorable experiences for every guest who enters the hotel, ensuring that each visitor enjoys a remarkable stay.

You are here because your aspirations revolve around delivering exceptional service, and that is precisely what we strive to achieve.


The ideal candidate will possess a love for the mountain lifestyle and an understanding of what makes Crested Butte unique.

(Bonus points for enjoying skiing, snowboarding, and/or mountain biking)

Availability Requirements
Full-time, Evenings, Weekends required

Benefits


In addition to travel discounts at all our hotels, Highgate provides competitive benefits, including three tiers of medical coverage, as well as dental, vision, and supplemental benefits for full-time associates.

A 401k retirement program is available for both full-time and part-time staff who qualify.

Responsibilities:


The Front Office Supervisor is accountable for delivering attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while optimizing room revenue and occupancy.

Welcome and greet all guests approaching the Front Desk in accordance with Highgate Hotel standards.
Ensure proper operation of the PBX console and confirm that all hotel standards are upheld (if applicable).
Respond to guest inquiries regarding hotel services, facilities, and hours of operation promptly.
Ensure the logging and delivery of packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Address inquiries from guests regarding dining, transportation, entertainment, etc.
Adhere to all cash handling and credit policies.
Be knowledgeable about all rates, packages, and special promotions as outlined in the Red Book.
Be familiar with all in-house groups.
Be aware of closed-out and restricted dates.
Gather all necessary information when processing room reservations and follow the rate-quoting protocol.
Understand hospitality terminology.
Be knowledgeable about emergency procedures and assist as needed.
Facilitate check-ins and checkouts in a friendly, efficient, and courteous manner. Use proper two-way radio etiquette at all times when communicating with other employees.
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

Complete all tasks and duties on the shift checklist in a timely and efficient manner.

Conduct a bucket check, room rate verification report, and housekeeping report.
Balance and prepare individual paperwork for closing of shift according to hotel standards.
Promote and maintain guest programs and promotions.
Keep a clean work area.
Assist guests with safe deposit boxes.

Qualifications:
College coursework in a related field is helpful.
Experience in a hotel or related field is preferred.
A high school diploma or equivalent is required.
Computer experience is necessary.
Customer service experience is preferred.
Flexibility and long hours may be required.

Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Ability to stand for the entire shift.
Maintain a warm and friendly demeanor at all times. Supervise all team members in their respective roles at the Front Office.

Must be able to communicate effectively both verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all interactions with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
Attend all hotel-required meetings and training sessions.

Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

Uphold high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to promote safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying, and solving issues as necessary.
Must be able to understand and apply complex information, data, etc., from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel-related areas.
Must maintain confidentiality of information.
Must demonstrate initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.
$22/hr

Applications accepted on a rolling basis, no application deadline.