Guest Experience Manager, The Westin Monache

Mammoth Mountain•Mammoth Lakes, CA

4d•Onsite

About The Position

The Guest Experience Manager oversees lobby operations and hotel amenities, including bell/valet services, concierge, and activities. This role is responsible for managing guest concerns, ensuring guest satisfaction, and implementing guest recovery strategies. The position also involves performing the duties of the Front Office Manager in their absence.

Requirements

Four-year college degree or 1-2 years of previous experience in a luxury or full-service property setting.
Minimum of two years' guest service or hospitality experience.
Minimum of 6 months to 1-year management experience.
Strong working knowledge of business software, with an emphasis on MS Excel, Word, and Power Point.
Professional demeanor, attitude, and appearance.
Strong work ethic.
Ability to effectively communicate with guests, employees, and management.
Ability to perform under pressure and with deadlines in a high-volume setting.
Flexibility in scheduling based on guest demand and occupancy changes.
Enjoy public interaction and display a positive attitude with a willingness to serve.

Nice To Haves

Marriott/Westin experience beneficial.

Responsibilities

Oversee lobby operations and hotel amenities (bell/valet services, concierge, activities).
Manage guest concerns and satisfaction.
Implement guest recovery strategies to ensure overall guest satisfaction.
Perform duties of the Front Office Manager in their absence.

Benefits

Free season pass, including free access to all other Alterra resorts
Ski passes for dependents (spouse/child(ren)/domestic partners) includes free skiing at other Alterra Resorts
Discounts on ski/snowboarding lessons
Friends and Family vouchers
Retail & Food discount
Equipment Rental discount
401k with company match
Healthcare
Dental
Vision
PTO for benefit eligible employees
Discounts on Marriott hotels worldwide