Guest Services Manager
About The Position
The Guest Services Manager strives to provide exceptional service to internal and external guests and supports the successful day-to-day operation of the front desk. The role provides leadership, guidance, and support to the front desk team in guest service, training, scheduling, and performance management. As a frequent first point of contact for guests, the manager helps create an excellent, memorable first impression while ensuring procedures meet department and company standards and representing CoralTree as an ambassador. Everline Resort & Spa is a year-round mountain resort in Olympic Valley, California, near North Lake Tahoe. The property offers ski-in/ski-out access to Palisades Tahoe, a championship golf course, spa treatments, dining venues, swimming pools, hiking and biking trails, and seasonal recreational amenities. The position requires varied shifts and flexible schedules. It involves working indoors and outdoors in a workplace with usually moderate-to-high noise levels. Employees regularly walk, talk, see, and hear; must be able to walk or stand for 90% or more of a normal eight-hour shift; and frequently carry, lift, push, or pull up to 50 pounds. Typical equipment includes computers and handheld devices.
Requirements
- High school diploma or GED, or two to three years of related experience and/or training, or an equivalent combination of education and experience.
- Ability to understand, speak, read, and write in basic English.
- Ability to communicate and give directions clearly, concisely, and professionally, verbally and in writing.
- Ability to perform basic arithmetic.
- Availability to work varied shifts and flexible schedules.
Nice To Haves
- At least one year of supervisory experience in a high-volume setting is preferred.
- Previous hospitality experience in a Four Diamond quality organization is preferred.
- Experience with Windows, Office, and property management systems is highly desirable.
Responsibilities
- Coordinate and communicate through daily pre-shift meetings with team members in guest-impact areas, including reservations, guest services, and housekeeping, to support a smooth guest experience from arrival through departure.
- Maintain expert knowledge of resort services and features, operating hours, room types and rates, packages and promotions, house count, expected arrivals and departures, room availability, and in-house group activities; respond promptly and accurately to guest inquiries.
- Promote and track departmental and organizational initiatives, including upsell programs and the CoralTree Delivers Program.
- Ensure front desk agents complete required end-of-shift checklist items.
- Maintain and execute departmental and hotel policies and procedures, including relocation, safe deposit boxes, card-signature audits, key control, billing, cashiering, safety, and lost and found.
- Maintain a calm, organized approach in stressful situations.
- Respond to internal and external guest needs with care and urgency, and follow up promptly to support guest satisfaction.
- Ensure sufficient staffing to meet daily business demands.
- Protect confidential guest information and follow procedures to secure pertinent data.
- Build and maintain positive relationships with team members across departments through communication and regular face-to-face interaction.
- Assist management with recruiting, hiring, training, supporting, and managing new and existing team members.
Benefits
- Discounted Palisades Tahoe ski pass.
- Food and beverage, retail, and spa discounts.
- Free rentals for ski gear and ice skates, Nordic skiing, and access to the golf course.
- Discounted rooms at Hyatt and CoralTree properties.
- Group medical, dental, vision, life, and disability benefits.
- Pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
- Employee assistance program.
- Paid time off and sick time.
- 401(k) plan with company match.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
