Guest Services Manager
About The Position
At Breckenridge Grand Vacations, we create Grand Vacations by Sharing Smiles with every Owner, Guest, and coworker. As our Guest Services Manager at Grand Timber Lodge, you will be the heartbeat of our resort's welcome experience, translating our passion for hospitality into every check-in, every activity, and every interaction that shapes a guest's stay. You will be the architect of seamless arrivals and memorable moments, leading a dynamic team across the Front Desk, Activities, Night Audit, and Bell departments with vision, consistency, and genuine care. This role is perfect for a hospitality leader who is equal parts coach, strategist, and problem-solver. You will take ownership of the entire guest services ecosystem, from staff development and schedule management to budget oversight, vendor relationships, and Owner feedback resolution, always acting with our 'End of the Line' philosophy to ensure no request goes unanswered and no challenge goes unsolved. If you thrive in a fast-paced, high-energy mountain resort environment, are driven by guest satisfaction metrics and financial accountability, and find deep satisfaction in mentoring a team to deliver unforgettable Grand Vacations, we'd love to meet you.
Requirements
- Equivalent combination of education and 3+ years of related experience and/or training (in lieu of a degree).
- Minimum of 1 year of previous supervisory experience required.
- Ability to speak, read, write, and interpret in English.
- Good understanding of Microsoft Office programs (Word, Excel & Outlook) with a minimum of one year of experience; ability to operate office equipment (calculator, copier, fax, phone, scanner); ability to type by touch and operate a personal computer; ability to use the Company timekeeping system and applicable programs on a mobile device; familiarity with navigating the internet.
- Reliable mode of transportation to run errands and travel to mandatory trainings and meetings off property.
- Ability to calculate commissions, discounts, interest, percentages, and rates.
- Ability to solve practical problems and interpret instructions in various forms (written, oral, diagram, schedule).
- Ability to stand over 2/3 of the time; lift between 10–25 pounds regularly (1/3 to 2/3 of the time) and occasionally lift 50–100 pounds (under 1/3 of the time); perform repetitive motions and work on a computer keyboard over 2/3 of the time.
- Must be available to cover night manager-on-duty shifts on a rotating schedule.
Nice To Haves
- Bachelor's degree (B.A.) from a four-year college or university.
- Experience directly supervising up to 18 employees.
Responsibilities
- Lead and manage the daily operations of the Front Desk, Activities, Night Audit, and Bell departments at Grand Timber Lodge.
- Supervise, mentor, and develop Assistant Guest Services Managers and up to 18 staff members, handling recruiting, hiring, training, scheduling, performance reviews, and disciplinary actions.
- Foster a positive work environment by guiding staff to think critically, present solutions, and solve problems while recognizing when direct direction is needed.
- Ensure consistent, thorough training to drive results and improve staff performance.
- Collaborate with Housekeeping and Engineering on room moves, special cleans, stay-overs, and other room-related requests.
- Oversee inventory and supply stock, placing orders as needed and verifying deliveries.
- Establish and maintain reliable vendor relationships, obtaining quotes, negotiating lowest pricing, and acting as liaison between vendors.
- Monitor and respond to all guest and Owner feedback, meeting NPS goals and ensuring all Owner Surveys receive responses.
- Track department expenses and purchases, reviewing and approving invoices, and performing monthly financial and production cost analyses.
- Develop and maintain the fiscal year budget, explaining variances and assisting with budget forecasting.
- Create and distribute weekly staff schedules, ensuring proper coverage for vacations and sick days, and covering shifts when necessary.
- Work closely with other department managers to foster open communication, collaboration, and cross-department synergy.
- Communicate pertinent information to staff regarding safety, department updates, and company changes.
- Handle timesheet corrections, time-off approvals, and ensure bi-weekly timesheets are reviewed and approved by HR deadlines.
- Complete administrative duties, including developing training materials, updating job descriptions, and processing HR forms.
- Manage employee accidents, injuries, and worker's compensation claims, notifying HR and completing required documentation.
- Cover night manager-on-duty shifts on a rotating schedule, walking the property, assisting guests and staff, and ensuring night staff accountability.
- Embody and enforce BGV's Hospitality Values, including greeting with enthusiasm, treating everyone with respect, making every interaction positive, taking personal responsibility ("End of the Line"), anticipating needs, and supporting sustainability initiatives.
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
Manager
Education Level
Associate degree
