Guest Services Manager - Arizona Biltmore

Pyramid Global Hospitality•Phoenix, AZ

9d•Onsite

About The Position

The Guest Services Manager is responsible for the overall supervision, leadership, and direction of the Guest Services Department which includes valet services, luggage service, transportation services between the Arizona Biltmore & the Wrigley Mansion, etc. This position ensures the delivery of exceptional luxury service standards while maintaining operational excellence, employee engagement, and seamless guest experiences throughout the resort.

Requirements

High School Diploma or Equivalent preferred.
Minimum of two (2) years of hospitality leadership experience required.
Valid driver's license with an acceptable driving record required.
Evidence of insurability required.

Nice To Haves

Experience in Front Office, Guest Services, Valet, or other front-of-house hotel operations preferred.
Luxury hotel or resort experience preferred.
CPR and/or First Aid certification preferred.

Responsibilities

Maintain a thorough understanding of all group resumes, event schedules, and group rooming lists.
Oversee parking operations for group and special events, including traffic flow management, signage placement, garage logistics, and guest arrival/departure coordination.
Stay informed of daily business activities, arrivals, departures, VIP guests, occupancy levels, and operational priorities.
Conduct daily pre-shift meetings with Guest Services team members and participate in established AM and PM leadership stand-up meetings.
Audit staffing schedules and ensure appropriate coverage for Bell Services, Valet Operations for both AZB and the Wrigley Mansion, and Shuttle Drivers based on business demands.
Create and manage luggage delivery schedules, ensuring all group arrivals and departures are executed accurately, efficiently, and according to established service standards.
Ensure effective guest flow management from the porte-cochère through the lobby and guest service areas.
Coordinate with shuttle operators and third-party transportation providers to ensure guests and luggage are transported efficiently and arrive at designated resort locations in a timely manner.
Monitor daily Guest Services operations and consistently support team members in executing luxury service standards and standard operating procedures, while maintaining financial accountability through effective labor management, expense control, productivity optimization, and adherence to departmental budget goals.
Foster a work environment that promotes teamwork, mutual respect, accountability, engagement, and continuous professional development.
Lead by example, promoting a team-oriented culture focused on operational excellence, luxury service delivery, and guest satisfaction.
Monitor team performance and maintain a consistent, efficient, and guest-focused service operation.
Coach, mentor, and train team members to deliver exceptional, timely, and professional guest service.
Exercise discretion and independent judgment when evaluating new programs, services, procedures, and operational enhancements.
Maintain adequate inventory levels of departmental supplies and equipment, ensuring all tools, vehicles, and operational resources are functioning properly and efficiently.
Support departmental goals that align with overall resort objectives and present recommendations to leadership as needed.
Remain knowledgeable of emerging hospitality technologies, industry trends, and best practices.
Continuously evaluate and refine operational procedures to enhance the guest experience while maintaining luxury service standards and fostering a culture of hospitality excellence.
Proactively solicit guest feedback and collaborate with other departments to identify opportunities for service recovery, operational improvement, and guest satisfaction enhancement.
Manage guest requests and concerns, ensuring prompt resolution, proper follow-up, and complete guest satisfaction.
Build collaborative relationships with all resort departments, including Convention Sales & Services, Facilities, Security, Front Office, Food & Beverage, Golf, Spa, Wrigley Mansion, Executive Offices, and all operational teams.
Develop and support a leadership culture focused on guest service excellence, employee engagement, teamwork, fiscal responsibility, asset protection, and operational efficiency.
Ensure payroll, accounting, scheduling, inventory control, and employee relations matters are managed in compliance with company policies, procedures, and applicable regulations.
Perform additional duties, assignments, and special projects as directed by leadership.
Ensure each team member follows uniform and grooming standards throughout the year.