Guest Services Manager (Santa Fe)

Ojo Spa Resorts•La Cienega, NM

just now

About The Position

The Guest Services Manager will be responsible for overseeing all aspects of front desk guest service operations. This includes, but is not limited to, ensuring exceptional customer satisfaction by managing the efficient and welcoming handling of guest arrivals, departures, and all other interactions. In this role, you will also provide comprehensive management of Guest Services areas, including guest registration and reservations, with a focus on consistently optimizing the guest experience. The incumbent is responsible for modeling and acting in accordance with Ojo Caliente Holdings, Inc. (OCHI) Core Values; Accountability, Authenticity, Diversity, Excellence, Gratitude, Happiness, Integrity, Mindfulness, Respect and Teamwork

Requirements

A minimum of 4 years of hospitality experience, including staff supervision and management, in a resort setting.
Bachelor’s Degree preferred, hospitality degree a plus.
Computer skills, experience, and aptitude to include MS Outlook, Word and Excel; property management systems software knowledge preferred. Knowledge of Agilysys Versa is a plus.
Excellent interpersonal, management, communication, and training skills.
Ability to work under pressure and utilize critical thinking to recognize problems and identify solutions.
Proven track record of hiring high performing staff and inspiring them to provide the best possible guest experience.
Ability to drive a golf cart, after training.
CPR and first aid certification a plus; willing to be trained in same.
Ability to work a flexible schedule including days, nights, weekends, and holidays.
Ability to stand for extended periods, sit, reach, bend, kneel, stoop, climb, and push/pull/lift items weighing up to 40 pounds.
This role requires the ability to perform tasks requiring manual dexterity, auditory focus, and visual attention.

Nice To Haves

Bachelor’s Degree preferred, hospitality degree a plus.
Computer skills, experience, and aptitude to include MS Outlook, Word and Excel; property management systems software knowledge preferred. Knowledge of Agilysys Versa is a plus.
CPR and first aid certification a plus; willing to be trained in same.

Responsibilities

Review daily communication channels (Email, ShiftNote, Text Threads) regarding guest needs, room changes, interdepartmental communication, and overall guest-related operations.
Serve as informational liaison to managers of other departments: work closely with Reservations to ensure seamless arrivals and departures; maintain communication with Housekeeping to ensure timely room turns; work closely with the Facilities department in responding to and elevating guest feedback about rooms issues.
Collaborate with the Groups Coordinator to ensure groups, banquets and events are implemented efficiently and effectively.
Coach and train staff in upselling of room upgrades, spa treatments, etc. to ensure maximum revenue and occupancy.
Develop a system of continuous improvement to ensure consistency and quality of the guest experience, utilizing guest, staff and management feedback and competitive analysis to drive guest satisfaction.
Conduct thorough reviews to determine the root cause of any service gaps and develop action plans for correction; communicate and make recommendations to management regarding operating issues that may require further attention.
Be an expert in and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities, etc.
Schedule guest services staff appropriately in accordance with occupancy to meet business demands.
Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction, coach staff as needed; work in conjunction with Human Resources to take disciplinary action when appropriate.
Make immediate decisions and communicate with guest services staff in emergency situations; be knowledgeable of and able to implement all fire-life-safety procedures.
Provide support and back-up to guest services staff when needed.
Assist in coverage gaps to ensure 24/7 Front Desk coverage.
Incorporate the resort’s culture of service excellence, mission and core values into all aspects of job performance.
This job summary is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by their supervisor or management.

Benefits

Medical, Dental, Vision, generous 401k (with employer match) after applicable waiting periods
Employee Assistance Program (EAP)
Paid Sick Time
Paid Time Off
Ongoing training to build critical skills for current and future roles
Numerous Growth & Developmental Opportunities
Competitive Compensation
Discounted Employee Lunch
Free Lunch/Dinner on Thanksgiving & Christmas
Employee Appreciation Lunches
Above and Beyond Awards - Ojo Bucks
Soak in the Springs for FREE (Monday - Thursday). Free to employee and one guest (over age 13)
40% off Spa Treatments (includes private pools and private Ojitos)
40% off at the Restaurants
20% off at the Gift Shops
Discounted Lodging Rate
Hiking Trails
Gym, Puppy Patch, Chicken Chat
Yoga Workshops (if space available) & Monthly Birthday Treats