Job: Guest Services Manager

This posting has expired and is no longer available.

Job Description

  • Front Desk
  • Vail, CO, USA
  • $45-52K DOE
  • Salary
  • Year-Round - Full Time

Primary Purpose of Position

Responsible for the effective management of Concierge, Activities, Ski Valet (winter only) and Bell Stand functions and teams.  Areas of responsibility also include Front Desk, PBX Operations, Business Center, and Shipping.  Will work to successfully execute all guest service operation, including guest arrival and departure procedures, according to the Sonnenalp and LQA Standards.  Act in the absence of the Director of Front Office Operations or other management and strive to continually improve guest and employee satisfaction and maximize the financial performance of the department. 


Essential Duties and Responsibilities

Leading Guest Services Team

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Supervises and manages employees; manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • Ensures recognition of employees is taking place across areas of responsibility.
  • Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
  • Celebrates successes and publicly recognizes the contributions of team members.

Maintaining Guest Services and front office goals

  • Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
  • Manages day-to-day operations, ensuring the quality, standards and meeting guest expectations.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
  • Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.
  • Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
  • Evaluates and maintains Front Office schedules to meet Guest needs, while adhering to budget guidelines.

Managing Projects, Policies, and Financials

  • Ensures compliance with all Front Office policies, standards and procedures.
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Sonnenalp Hotel Policies.
  • Perform other tasks as may be assigned by the DFO/FOM
  • Respond properly and take a supervisory role in hotel emergency or safety situation as well as ensure the proper control and instruction of said emergency procedures to the Front Office Department
  • Keep all departments notified of any fluctuations in business levels, special guests, groups etc.

Ensuring Exceptional Guest Service

  • Provides services that are above and beyond for guest satisfaction and retention within the LHW standards
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations and guest returns.
  • Strives to improve service performance.
  • Empowers employees to provide excellent guest service.
  • Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
  • Responds to and handles guest problems and complaints. Follow up on HotSos issues.
  • Observes service behaviors of employees and provides feedback to individuals and/or managers.

Manager On Duty

  • Actively participate in the Manager On Duty (Emergency Contact) program to ensure the highest level of service.

Managing and Conducting Human Resource Activities

  • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Solicits employee feedback, utilizes and "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
  • Ensures employees are treated fairly and equitably.
  • Manages employee progressive discipline procedures for Front Office Staff.
  • Maintains a Concierge, Ski Valet, Activities, Bell Stand training program for employees to receive the appropriate information to successfully perform their job. Continuous training should be a primary focus in coordination with the Training Manager in order to improve and maintain excellent guest comments and LHW scores. 
  • Assist in hiring hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.



  • High School diploma or equivalent (GED) and 4 years' experience in guest services, front desk, or related professional area - required
  • Two year degree from an accredited university in Hotel & Restaurant Management, Hospitality, Business Administration or related major - preferred
  • Prior supervisory experience required, preferably in a hotel environment.


Special Skills/Equipment

  • Prior experience with SMS or similar Lodging Software preferred.
  • Efficient with computers, Microsoft Office, and web based systems.
  • Ability to work under minimal supervision; self-motivated & self-starter.
  • Effective interpersonal and public speaking skills.
  • Effective organizational skills.
  • Demonstrated effective leadership and coaching skills.


Essential Physcial Requirements

  • Clean and neat appearance is a must. Nametag must be in place.
  • Must be able to stand and/or walk for the duration of the shift, 8-12 hours. 


Denver, CO
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Sonnenalp Hotel
20 Vail Road
Vail, CO 81657
Not Specified
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Denver, CO
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