Guest Services Manager - Year Round - Full Time

Alterra•Steamboat Springs, CO

About The Position

Steamboat is looking for a new leader for our guest services team at The Steamboat Grand. This position will be responsible for leading all areas of guest service and creating an incredible experience for our guests and employees. The ideal candidate for this position must be able to multi-task on a high level while paying attention to detail. Two years of management experience in a front desk or reservations field is required. A pdf or word document is required with online application.

Requirements

Ability to interact and maintain positive relationships with guests, co-workers, and management consistent with SSRC’s Service Excellence standards.
Ability to solve problems in a highly effective manner and maintain positive relationships with guests and staff, including management, subordinates, and co-workers.
Ability to be a consistent role model for company’s Service Excellence standards
Ability to multi-task at a high level
Knowledge of Steamboat Grand operations and room types, Springer Miller PMS system (SMS) and Inntopia applications is required
Strong verbal and written communication skills are extremely important, and the ability to foster positive relationships with other hotel managers is crucial to the success of this position.
Ability to write routine reports and correspondence as well as develop new policies and procedures
Ability to calculate discounts, commissions and fulfill reporting functions in excel and Datavision applications
Ability to adhere to all safety protocol and Hotel policies and procedures
Must be a minimum 18 years of age
Must be able to communicate clearly in the English language, Spanish or other languages a plus
Must be able to lift and carry up to 50 lbs. and stand, sit and walk for long periods of time
Must be able to remain seated for extended periods while using a computer and telephone

Responsibilities

Oversee and supervise all phases of Guest Services operations including front desk, night audit, room inventory controller, concierge, bell/valet and transportation.
Plan, coordinate, supervise, monitor and evaluate all daily operations of assigned front desk functions including the guest check-in and out process, as well as guest and owner requests.
Maintain a strong presence on the desk.
Perform the Check-In and Check-Out process for guests at Hotel Front Desk, as required by volume.
Book reservations for walk-in guests.
Have a solid understanding of various room types and make changes to reservations accordingly.
Oversee all staffing/scheduling requirements for Hotel Guest Services Supervisor guest service employees, including employee or HR issues, timekeeping and other HR related tasks.
Ensure that all guest inquiries, guest issues / requests are resolved in a timely manner.
Provide support to staff to resolve guest or Front Desk issues.
Make sure staff members put in proper notes and traces when there is a guest issue
Closely monitor guests’ experience.
Provide superior service to all customers (internal and external) at all times and follow the Resort Etiquette Guidelines while interacting with the guests and respond to all guests in a courteous, efficient manner.
Be an effective problem-solver and deal with stressful and challenging situations in a fast-paced environment.
Confer regularly with other departments or company personnel (front desk and reservations, maintenance, housekeeping, accounting, etc.) to plan, coordinate and evaluate activities, services, events, policies, procedures, exchange information, and resolve problems.
Act as an effective communicator and offer constructive feedback to other hotel departments in order to improve the quality and service of the Steamboat Grand operations
Develop daily shift meetings and strategies to provide communication and promote staff morale.
Ensure that all daily reporting and reservation tasks are completed.
Run Operational Reports from SMS, and complete daily task checklist.
Ensure all night audit tasks are completed.
Ensure that proper safety and security procedures are followed by all staff.
Manage maintenance of office area and daily coffee service.
Create weekly labor forecasts.
Manage all staff payroll procedures and timekeeping.
Maintain accuracy of all banks, manage and audit all open and closing procedures, follow all audit and money-handling procedures.
Implement training program of service standards for all staff.
Provide Resort information to guests and provide information to guests about our community.
Maintain a neat, clean and professional appearance
Display proficiency & ability to multi-task between various computer applications
Other duties, as assigned

Benefits

Free Alterra Mountain Pass for all eligible employees and eligible dependents for winter and summer, and a free IKON Pass to eligible employees
Discounted skiing and riding for friends and family of eligible employees
Vacation and Sick Time policies for eligible employees to rest, relax and recharge
Generous discounts on outdoor gear, apparel, rental cars, etc.
Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more for Year Round, Flex Year Round, & Season-to-Season Employees.
Apex-MEC (minimum essential coverage) plan available to all seasonal employees without an offer of major medical coverage. This plan helps cover preventive visits, urgent care visits, Free Telehealth, Limited Hospitalization, Prescription Drug Benefits and Free Multilingual Behavioral Health.
401(k) plan with generous company match
Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education
Paid parental leave of up to 6 weeks for eligible employees
Free regional bus pass