Guest Services Manager - Westin Riverfront Resort & Spa
About The Position
At The Westin Riverfront Resort & Spa, exceptional service starts with exceptional leadership. As our Guest Services Manager, you’ll lead the teams that shape the guest experience from arrival to departure—including Front Desk, Bell, Valet, Door Services, Service Express, Ski Valet, Concierge, and Guest Relations. This is a highly visible role where you’ll develop people, drive operational excellence, solve problems, and set the standard for luxury hospitality at one of the Vail Valley’s premier resorts. If you’re ready for a bigger stage, a great team, and the opportunity to make a real impact, you just found your next role!
Requirements
- At least 25 years of age
- Legally authorized to work in the United States in an ongoing basis without a specific end date
- 3–5 years of progressive Front Office leadership experience
- Strong understanding of hotel operations, guest recovery, and team development
- Excellent communication and leadership skills
- Sound judgment
- Ability to remain calm and solutions-focused in a fast-paced environment
- A high school diploma or equivalent is required
Nice To Haves
- A bachelor's degree is preferred
- Experience with Opera PMS and other hotel systems is preferred
- Solid understanding of financial performance, service standards, and luxury hospitality
Responsibilities
- Lead from the front: Set the pace for guest services, maintain a strong resort presence, and keep operations running smoothly throughout the day.
- Build great teams: Recruit, coach, develop, and motivate team members while holding the operation to high standards.
- Own the guest experience: Anticipate needs, recognize VIPs, coordinate special requests, and ensure guests feel genuinely cared for.
- Handle the tough stuff: Take ownership of guest concerns and service recovery, turning challenges into opportunities to build loyalty.
- Connect the operation: Work closely with Housekeeping, Engineering, Sales, and other departments to keep communication strong and the guest experience seamless.
- Drive performance: Monitor guest feedback and operational results, identify opportunities, and put practical improvements into action.
- Protect the standards: Ensure brand expectations, operating procedures, and company policies are consistently followed.
- Develop the next generation of leaders: Create a culture where people take ownership, support one another, and have the tools and confidence to deliver exceptional service.
Benefits
- Free onsite parking
- Marriott room discounts
- Wellness incentive (Epic Merchant Pass or end of season bonus, based on start date)
- Marriott Hotel Discounts Worldwide
- Winter Incentive Program for full-time employees
- Generous Paid Time Off year-round
- Three Health Insurance plans
- Dental, Vision, & Accident Insurance
- Life Insurance
- 401(K) Plan with a discretionary employer match
- $8 Employee Lunches
- Career Development Trainings
- Discounted Gym Memberships at The Athletic Club Westin
- Discounts at Eye Pieces
- Corporate Discounts through Perk Spot
- Sabbatical Program
- $500 Referral Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
