Guest Services Manager

CoralTree Hospitality • Olympic Valley, CA

6d

About The Position

The Guest Services Manager strives to provide exceptional service to internal and external guests and supports the leadership, guidance, and development of the front desk team. The role contributes to guest service, training, scheduling, performance management, and successful day-to-day operations. As a frequent first point of contact, the manager helps create memorable first impressions and ensures procedures meet department and company standards while representing CoralTree.

At Everline Resort & Spa in Olympic Valley, California, the role coordinates with guest-impact departments to support a smooth guest experience from arrival through departure. It requires knowledge of resort services, room types and rates, promotions, availability, arrivals and departures, and group activities; consistent execution of policies and service initiatives; and support for staffing and team development.

Requirements

• High school diploma or GED, 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 basic English.
• Ability to communicate and give directions clearly, concisely, and professionally in verbal and written form.
• Ability to compute 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.
• Previous hospitality experience in a Four Diamond quality organization.
• Experience with Windows, Office, and property management systems.

Responsibilities

• Coordinate and communicate with team members in guest-impact areas through daily pre-shift meetings to support a smooth arrival-to-departure experience.
• Maintain expert knowledge of resort services, features, operating hours, room types and rates, packages and promotions, house count, expected arrivals and departures, room availability, and in-house group activities.
• 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, including relocation, safe deposit box, card-signature auditing, key control, billing, cashiering, safety, and lost-and-found procedures.
• Respond to stressful situations calmly and in an organized manner.
• Address internal and external guest needs with care and urgency, and follow up promptly to support guest satisfaction.
• Ensure staffing is sufficient to meet daily business demands.
• Protect confidential guest information and follow data-security protocols.
• Build and maintain positive relationships with team members across departments through communication and regular face-to-face interaction.
• Assist management with recruiting, hiring, training, and supporting and managing new and existing team members.

Benefits

• Discounted Palisades Tahoe ski pass.
• Food and beverage, retail, and spa discounts.
• Free rentals on ski gear, ice skates, and 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.
• Participation in a 401(k) plan with company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED