Guest Service Manager
About The Position
As grand as the history behind it, the Omni Mount Washington Resort & Spa, located in Bretton Woods, New Hampshire, is gracious in ambiance and generous in amenities. A favorite New England retreat of presidents, poets and celebrities, the hotel delights every sense with enchanting music, refined dining and luxurious décor. The resort is home to award-winning alpine and Nordic skiing at Bretton Woods - the state’s largest ski area which is consistently recognized among the best for snow quality, grooming and service. A famed Donald Ross-designed Golf Course, nature-inspired Spa and year-round Canopy Tour add to our wide variety of world-class activities, adventure and wellness offerings, attracting guests from around the globe all year long. Omni Mount Washington Resort & Spa and Bretton Woods Ski Area associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. The Omni Mount Washington Resort & Spa is committed to serve our associates and nurture their growth. We embody a culture of respect, gratitude and empowerment each day. If you are a friendly, motivated person, with a passion to serve others, the Omni Mount Washington Resort & Spa and Bretton Woods Ski Area may be your perfect match.
Requirements
- High School Diploma or GED, plus one-year relevant experience or an equivalent combination of training, experience, and/or education.
- Must be attentive to detail.
- Must have excellent computer skills.
- Must be available to work flexible hours to include nights, weekends, and holidays.
- Must have a proven track record of exceeding goals to provide the highest quality experience for our guests.
- Proven ability to engage Associates at all levels.
- Demonstrated ability to work with other departmental leadership.
- Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.
- Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail.
- Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone.
Responsibilities
- Lead and support Guest Services operations to maintain luxury service standards.
- Ensure luxury standards are met for pre-arrival, arrival, during stay and departure for all guests.
- Anticipate and fulfill guest preferences, special requests, packages, amenities, and VIP needs.
- Resolve guest concerns and proactively address service issues.
- Coordinate with Housekeeping, Reservations, Concierge, Food & Beverage, Activities, Golf, Spa, Stables, and Ski Area teams to create exceptional experiences for all guests.
- Drive Select Guest engagement scores, feedback, and enrollment throughout the resort.
- Maintain knowledge of resort amenities, activities, history, policies, and guest services.
- Provide hands-on operational support during peak periods and staffing needs across all areas of Guest Services.
- Train and engage associates to consistently deliver exceptional guest experiences.
- Maintain proper scheduling and payroll for the Guest Service department.
- Assist with front desk needs during peak times.
Benefits
- Relocation Assistance for salaried Managers relocating 50+ miles away
- Long-Term Housing Options Available
- Guest gym access
- 6 Paid Holidays
- Weekly pay cycle
- Complimentary meals in cafeteria
- Comprehensive healthcare coverage with options for medical, dental, and vision plans.
- Paid time off for relaxation and rejuvenation.
- Financial security through a 401(K) matching plan and pre-tax Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
- A great voluntary benefits program that includes critical illness, hospital indemnity, and accident coverage, life and AD&D insurance, legal services, and identity theft protection, access to whole life insurance, telemedicine, and pet insurance.
- Support services including an Employee Assistance Program (EAP)
- Resort Discounts
- Complimentary Bretton Woods season pass (terms & conditions apply, associate may also be eligible for spouse/dependent passes, or one courtesy pass based on status)
- 25% off Food & Beverage (excluding alcohol)
- 25% off Retail
- 25% off Spa Services
- Discounts on Ski & Golf Rentals, Canopy Tours, and other activities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
