Summary


The Guest Services Manager will lead our Guest Experiences actions as well as ensuring a smooth arrival and departure experience for our guests. Must ensure Valet, Bell Services and Concierge teams are equipped and aligned to deliver the personalized hospitality and luxury travel experience guests expect. This role will welcome guests as residents, rather than travelers, and elevate our colleague experience through hiring, training and development, coaching and a wide range of managerial duties included but not limited to payroll and scheduling. This position will report to the Front Office Manager and work closely with other Hotel management team, attend regularly scheduled Operations meetings and will be expected to demonstrate initiative and a strong commitment to delivering an unparalleled guest experience.
This position requires knowledge of hotel services, local events and venues, and transportation options. Responsibilities may include scheduling, forecasting and training, ensuring compliance with federal, state and local laws as well as all operating procedures. The Guest Services Manager must have strong communication and analytical skills. Cost control experience is highly valued. Additional responsibilities may include; guest satisfaction, compliance standards, staffing, scheduling, payroll and training of staff. The Guest Services Manager will assist the Front Desk operations as a Manager on Duty capacity, as necessary. This role is responsible for elevating service levels for all guests, by working directly with colleagues and department managers to improve the service skill set of our teams. Constantly striving to deliver results that contribute to the overall success of the hotel by working with all area to deliver exemplary customer service. Some Key Areas of Responsibilities include:

• Elevate pre-arrival experience, arrival, and departure experience for all hotel guests

• Develop strategies to ensure all Hyatt Touch Points are being delivered to guests ensuring the highest levels of satisfaction

• Ensure the efficient running of the valet and parking area

• Ensure Guest Services Staff is trained and led to provide an excellent level of service

• Seek feedback from guests on a regular basis and respond to all guest queries in a timely and efficient manner

• Analyze, investigate, and resolve guest complaints

• Interpret Medallia scores and trends to identify opportunities for improvement and training

• Handle the tracking of service issues, overseeing and coordinating all arrivals and departures of VIPs, World of Hyatt, Return and Extended Stay guests

• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate

• Serve as a leader and \xe2\x80\x9cBest in Class\xe2\x80\x9d in displaying outstanding hospitality skills

• Partner with stakeholders in the planning and execution of all pre-arrival, arrival and post-departure of VIP guest

• Partner with stakeholders in planning and executing new revenue-generating initiatives designed to build and maintain guest loyalty

• Represent resort management in resolving any guest or property related situations quickly and efficiently

• Responsible for ensuring that VIP guests\xe2\x80\x99 stated and unstated needs are anticipated, met, and exceeded throughout their stay

• Communicate with relevant departments, as well as arranging arrival amenities, reservations, or any on-site activities

• Maintain good communication and work relationships in all hotel areas

• Collaborate with short and long term planning and the management of the hotel\xe2\x80\x99s Front Office, PBX and Guest Services operations

• Collaborate in maintaining guest room inventory

• Maintain excellent communication with the housekeeping department

• Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas

• Possesses best practices and best working knowledge of front office, concierge, housekeeping, engineering, and food & beverages services

• Having a good knowledge of Front Office procedures and systems is essential and maintaining the standards from within the office environment is a big part of the role.

• Insures proper staffing levels for customer service goals

• Coach and counsel employees to reflect Hyatt service standards and procedure

• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed

The salary range for this position is $66,100 to $95,700. This is the pay range for this position that Resort at Squaw Creek reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.
Qualifications

• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• Rooms leadership experience is needed, ideally with Hyatt
• Service oriented style with professional presentations skills
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service
• Clear concise written and verbal communication skills in English
• Must be proficient in Microsoft Word and Excel
• Must have excellent organizational, interpersonal and administrative skills
  

What You Will Love About Us:

• Come join our amazing location in Olympic Valley, CA in the Lake Tahoe Area
• Discount hotel stays for colleagues, friends and family
• Wellness & Tuition reimbursement
• Complimentary parking
• Complimentary meals during work hours
• Hyatt Perks which includes thousands of national and local partners for various discounts
  

Wellbeing \xe2\x80\x9cOur purpose is to care for people so they can be their best \xe2\x80\x93 and we believe wellbeing is the ultimate realization of our purpose\xe2\x80\x9d

• Health, Dental, Vision Insurance eligibility after 30 days of employment
• 401(k) Retirement plan & Hyatt stock purchase plan.
• Paid Parental Leave
• Complimentary Golf
• Discounted Ski Passes!
  

Who We Are:

• At Hyatt, we believe in the power of belonging and cultivating a culture of care where our colleague\xe2\x80\x99s become family. Since 1957, our colleagues and our guests have served as the heart of our business and made Hyatt one of the best hospitality brands in the world, with more than 1,500 hotel, all-inclusive, and wellness resort properties in 70 countries across six continents.
• We turn trips into journeys, encounters into experiences and jobs into careers. As we continue to grow\xe2\x80\x94we never lose sight of what\xe2\x80\x99s most important: People
  

Why Now?

• We are in a time of extraordinary transformation. Passion for personal travel combined with the explosive growth of global business has underpinned our growth for years. Hyatt is at the epicenter of the evolution of travel\xe2\x80\x94and we are looking for passionate change makers to be a part of our journey. At the heart of Hyatt is our shared belief that hospitality is more than just a job\xe2\x80\x94it\xe2\x80\x99s a career for people that care
  

How We Care for Our People:

• Wellbeing is the ultimate realization of our purpose \xe2\x80\x94 we care for people so they can be their best. We believe this focus on our colleagues is the key to our success and we\xe2\x80\x99ve earned a place on Fortune\xe2\x80\x99s prestigious \xe2\x80\x9c100 Best Companies to Work For\xc2\xae\xe2\x80\x9d for the last nine years.
• We\xe2\x80\x99re proud to offer exceptional corporate benefits which include:
• Annual allotment of free hotel stays at Hyatt hotels globally
• Work-life benefits including wellbeing initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center
• A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
• Paid Time Off, Medical, Dental, Vision, 401K with company match
  

Our Commitment to Diversity, Equity, and Inclusion:

• Our success is underpinned by our diverse, equitable, and inclusive culture and we are committed to diversity across the board\xe2\x80\x94from who we hire and develop, organizations we support, and who we buy from and work with.
• Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together. To learn more about our commitments to DE&I, please visit the Why Hyatt section of the Hyatt career page.
  

Reality Check:

• Research shows that women, people of color and others who belong to historically - excluded groups tend to apply to jobs, only if they met all of the job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We\xe2\x80\x99d love to consider your unique experiences and how you could make Hyatt even better
  

Our Vales: Empathy | Integrity | Respect | Inclusion | Experimentation | Wellbeing