Assistant Guest Services Manager
About The Position
At Breckenridge Grand Vacations (BGV), Summit County's largest private employer, we're seeking an Assistant Guest Services Manager to help deliver our signature GRAND Vacations through exceptional leadership of our Front Desk, Bell/Valet, and Activities teams. More than just overseeing operations, you'll embody our Sharing Smiles philosophy by cultivating a positive team environment, resolving guest concerns with genuine care, and contributing to our award-winning culture recognized by the Denver Post and USA Today. This role offers the unique opportunity to blend professional leadership with mountain lifestyle, as you'll mentor staff, ensure seamless guest experiences, and participate in our sustainability and community initiatives that make BGV special. We empower all employees to think and act as leaders, and if you're passionate about hospitality, teamwork, and making a difference in our mountain community, we invite you to join our mission of creating memorable experiences for guests and a rewarding workplace for our team.
Requirements
- Minimum 3 years in hospitality, resort operations, or guest services (hotels, resorts, or timeshare preferred).
- Minimum 1 years of supervisory experience, including coaching, scheduling, and performance management.
- Proven ability to resolve guest concerns with professionalism and empathy.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and property management systems.
- Ability to work varied shifts, including weekends, holidays, and peak seasons.
- Capable of standing for extended periods, lifting to 25 lbs., and assisting with valet/bell duties as needed.
Nice To Haves
- Bachelor’s degree in Hospitality, Business, or related field.
- Background in timeshare, luxury hotels, or mountain resort operations.
- Experience with budgeting, invoicing, or expense tracking.
- Skills in creating training materials or leading team workshops.
- Familiarity with Summit County, Breckenridge, and seasonal guest needs.
- Spanish or other language skills a plus
Responsibilities
- Assist the Guest Services Manager in overseeing daily operations of the Front Desk, Bell/Valet, Activities, and Peak 8 Market teams.
- Recruit, train, mentor, and evaluate staff to ensure high performance and professional growth.
- Conduct performance reviews, coaching sessions, and disciplinary actions as needed.
- Create and manage staff schedules, ensuring proper coverage for all shifts.
- Handle timesheet approvals, time-off requests, and payroll compliance.
- Act as the primary point of contact for escalated guest concerns, ensuring swift and satisfactory resolutions.
- Uphold and enforce company hospitality standards, policies, and procedures.
- Monitor and respond to guest feedback, including surveys and online reviews.
- Assist with check-ins, check-outs, and guest requests as needed.
- Manage inventory, supply orders, and vendor relationships to maintain adequate stock levels.
- Review and approve department invoices, ensuring accuracy and budget compliance.
- Assist in developing and monitoring department budgets, identifying cost-saving opportunities.
- Conduct financial analyses and report on variances.
- Maintain accurate records of staff performance, incidents, and training.
- Update training manuals, job descriptions, and operational procedures.
- Ensure compliance with safety protocols and handle worker’s compensation claims when necessary.
- Participate in emergency response and crisis management procedures.
- Work closely with Housekeeping, Engineering, and other departments to fulfill guest requests and resolve issues.
- Assist in coordinating room moves, special cleans, and maintenance-related tasks.
- Support resort-wide initiatives, sustainability programs, and employee engagement activities.
- Fill in for staff as needed (Front Desk, Bell/Valet, Activities).
- Run errands, including bank trips for change orders.
- Attend and lead meetings, training sessions, and team-building events.
Benefits
- Health, vision, and dental insurance plans
- Company-paid life insurance coverage
- Voluntary Life and Accidental Death/Dismemberment Insurance
- HSA and FSA-Dependent Care Accounts
- Retirement plan
- Generous paid time off (PTO) and sick leave to support work-life balance
- Volunteer Time Off - Paid opportunities to give back to Summit County
- Bereavement leave
- Biannual bonuses
- Tuition Reimbursement Program
- Employee Wellness programs to support physical and mental health
- Lifestyle perks: Ski/Rec center pass loan programs, lodging and gear discounts, sporting/concert event tickets, pet insurance partner discounts and access to Summit Medallions: Occasional-use transferable passes for access to 6 premier resorts (A-Basin to Vail) via owners’ program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
