Cheyenne Mountain Resort
Director of Guest Services
Cheyenne Mountain Resort, Colorado Springs, Colorado, United States, 80509
Summary
Cheyenne Mountain Resort is a sprawling property nestled in the lush greens of Southern Colorado Springs. Impressive mountain views, along with exciting activities like golf, swimming, and tennis, allow for the unique resort experience that you can only get in this part of town. Before the fun can begin, our guests will need to check in upon arrival, and we want that experience to be unparalleled.
As Director of Guest Services, you would oversee the team that welcomes guests to the property. You will be directing and administering all Guest Services operations including staff training, inter-department communications, and staff scheduling. The successful candidate must possess strong guest service skills, be able to communicate well, and have a passion to lead their department.
Skills & Qualifications
Diploma in Hospitality / Tourism Management or a relevant field; or equivalent work experience
4 years or more of progressive Front Office/Front Desk management experience
Ability to speak a second Language fluently will be considered an asset
Good working knowledge of Reserve/Opera software or similar programs
Excellent proficiency with Microsoft Suite applications
Refined verbal and written communication skills
Ability to work a flexible schedule; weekends, holidays, overnight shifts
Physically agile, ability to stand or walk for long periods of time
Impeccable time management and organizational skills
Excellent problem-solving skills
Well-groomed, professional appearance
Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, good communicator, effective in providing exceptional guest service and ability to improve the bottom line.
Job Duties & Functions
Responsible for short- and long-term planning and the management of Cheyenne Mountain Resort Guest Services operations including, Guest Services, Transportation and Bell Services
Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
Develop, implement and maintain the resort’s VIP and Guest Recovery programs
Maintain guest room inventory per guidance by the Director Revenue Management
Ensure all operations and cash handling adhere to policies and procedures
Maintain excellent communication with the other departments
Stay updated regarding information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
Analyze, investigate, and resolve guest complaints
Create expectations, lead people, manage processes, and hold people accountable for the agreed SOPs
Ensure proper staffing levels for guest service goals
Conduct or ensure all Training and Evaluations are completed as required
Coach and counsel employees to reflect service standards and procedures
Participate in the recruitment process for Guest Services
Prepare reports concerning room occupancy, payroll expenses, and department expenses.
Mentor, motivate, and teach staff to ensure success
Plan and coordinate activities of Guest Services supervisors and line associates
Motivate team members and resolve any issues that occur on the job
Attend periodic staff meetings with other department heads to discuss company policies and patrons’ complaints, and to make recommendations to improve service and ensure more efficient operation.
Lead regular stand ups and Guest Services team meetings
Control all expenditures relating to Guest Services, including labor, guest room supplies, and equipment.
Monitor and assess service and satisfaction trends, evaluate and address issues, and make improvements accordingly
Use up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
Implements and monitors all corporate marketing programs
Run and completes daily reports, analyze data and make decisions based on data
Respond to emergencies, including but not limited to the operation of the Fire Panel, communication with emergency personnel such as Police and Fire Department
Complete various additional tasks and assignments as needed or requested by the General Manager
Job Type: Full-time
Pay: From $65,000.00 per year
Benefits:
401(k)
Dental insurance
Employee discount
Flexible schedule
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Experience:
Guest services: 4 years (Required)
Front desk: 1 year (Required)
Ability to Relocate:
Colorado Springs, CO 80906: Relocate before starting work (Required)
Work Location: In person
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Cheyenne Mountain Resort is a sprawling property nestled in the lush greens of Southern Colorado Springs. Impressive mountain views, along with exciting activities like golf, swimming, and tennis, allow for the unique resort experience that you can only get in this part of town. Before the fun can begin, our guests will need to check in upon arrival, and we want that experience to be unparalleled.
As Director of Guest Services, you would oversee the team that welcomes guests to the property. You will be directing and administering all Guest Services operations including staff training, inter-department communications, and staff scheduling. The successful candidate must possess strong guest service skills, be able to communicate well, and have a passion to lead their department.
Skills & Qualifications
Diploma in Hospitality / Tourism Management or a relevant field; or equivalent work experience
4 years or more of progressive Front Office/Front Desk management experience
Ability to speak a second Language fluently will be considered an asset
Good working knowledge of Reserve/Opera software or similar programs
Excellent proficiency with Microsoft Suite applications
Refined verbal and written communication skills
Ability to work a flexible schedule; weekends, holidays, overnight shifts
Physically agile, ability to stand or walk for long periods of time
Impeccable time management and organizational skills
Excellent problem-solving skills
Well-groomed, professional appearance
Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, good communicator, effective in providing exceptional guest service and ability to improve the bottom line.
Job Duties & Functions
Responsible for short- and long-term planning and the management of Cheyenne Mountain Resort Guest Services operations including, Guest Services, Transportation and Bell Services
Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
Develop, implement and maintain the resort’s VIP and Guest Recovery programs
Maintain guest room inventory per guidance by the Director Revenue Management
Ensure all operations and cash handling adhere to policies and procedures
Maintain excellent communication with the other departments
Stay updated regarding information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
Analyze, investigate, and resolve guest complaints
Create expectations, lead people, manage processes, and hold people accountable for the agreed SOPs
Ensure proper staffing levels for guest service goals
Conduct or ensure all Training and Evaluations are completed as required
Coach and counsel employees to reflect service standards and procedures
Participate in the recruitment process for Guest Services
Prepare reports concerning room occupancy, payroll expenses, and department expenses.
Mentor, motivate, and teach staff to ensure success
Plan and coordinate activities of Guest Services supervisors and line associates
Motivate team members and resolve any issues that occur on the job
Attend periodic staff meetings with other department heads to discuss company policies and patrons’ complaints, and to make recommendations to improve service and ensure more efficient operation.
Lead regular stand ups and Guest Services team meetings
Control all expenditures relating to Guest Services, including labor, guest room supplies, and equipment.
Monitor and assess service and satisfaction trends, evaluate and address issues, and make improvements accordingly
Use up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
Implements and monitors all corporate marketing programs
Run and completes daily reports, analyze data and make decisions based on data
Respond to emergencies, including but not limited to the operation of the Fire Panel, communication with emergency personnel such as Police and Fire Department
Complete various additional tasks and assignments as needed or requested by the General Manager
Job Type: Full-time
Pay: From $65,000.00 per year
Benefits:
401(k)
Dental insurance
Employee discount
Flexible schedule
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Experience:
Guest services: 4 years (Required)
Front desk: 1 year (Required)
Ability to Relocate:
Colorado Springs, CO 80906: Relocate before starting work (Required)
Work Location: In person
#J-18808-Ljbffr