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Guest Services Manager

Summary: 

World-renowned Sun Valley Resort is seeking a Guest Services Manager to oversee the Bell Services and correlating services of more than 400 rooms.  

About Sun Valley Resort:

We’re not saying Sun Valley has special powers, but a lot of magical things do happen here.  In the winter, the slopes on Bald and Dollar mountains enjoy a nearly lift line-free experience, not to mention a nearly cloud-free days as well.  A complete year round experience with golf, mountain biking, and many other recreational opportunities in the summer, Sun Valley Resort is a true luxury mountain escape.

Essential Duties and Responsibilities:

  • Plans guests’ arrival experience by studying guest arrivals/departures, meetings, group activities and special needs; developing response plans and preparing for special events.
  • Manage, direct, control and oversee valet parking operations keeping staff informed by preparing and disseminating announcements and itineraries; preparing staff with information, background and answering questions.
  • Accomplish staff requirements by orienting, training, assigning, scheduling and coaching employees.  Accomplish project results by expediting assignments.
  • Meet guest service standards by following productivity and quality standards; resolving operational problems; identifying work process improvements.
  • Resolve guest issues by investigating, evaluating and settling complaints; following-up with guests; personally resolving difficult situations. 
  • Maintain a safe, secure, and healthy environment by enforcing organizational standards and procedures. 
  • Maintain guest confidence and protects organization reputation by keeping information confidential; enforcing legal requirements.
  • Makes a weekly schedule for the Bell Service staff for both hotels and special events.
  • Addresses guest and employee issues in a timely manner.
  • Outlines a seasonal budget and balances labor costs with appropriate staffing.
  • Meets cost standards by monitoring expenses; implementing cost-saving actions.  Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Completes necessary paperwork required for Payroll, HR, etc.
  • Hires and fires within the department as deemed necessary.
  • Conducts annual employee reviews and increases wages where necessary and possible.
  • Consults with the Bell Service staff,  Sales staff, Front Desk staff, Concierge staff and other levels of management
  • Other tasks to be assigned.

Key Competencies & Qualifications:                                                           

To perform the job successfully, an individual should demonstrate the following competencies:

  • Strong customer service background
  • 3 yrs experience in the Hospitality industry
  • Minimum 1 yr logistical and/or managerial experience 
  • Ability to efficiently prioritize, delegate, and execute tasks and assignments
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