Xanterra Travel Collection

Job Category:

Other

Country:

United States

Postal Code:

92328

Approximate Salary:

Not Specified

Guest Service Manager, The Oasis at Death Valley, Year Round

Xanterra Travel Collection - Death Valley, California

Posted: 11/13/2018

Overview

The Guest Service Manager (GSM) oversees all Valet and Bell operations at the Inn at Death Valley. The GSM is the liaison between Inn guests, various resort departments including Front Desk, Valet, Housekeeping, Food and Beverage, Maintenance and Management and 3rd party services. The GSM’s primary goal is to positively enhance the overall guest experience at the Inn at Death Valley and address any and all guest service opportunities. The GSM will focus on accommodating special requests, setting appointments, building profiles, and spearheading various events for the guests.

Responsibilities
  • Positively influence the guest experience; project a friendly and welcoming attitude.
  • Create a positive work environment through honesty, integrity and respectful communication and actions.
  • Greet and welcome every guest and team member. 
  • Maintain a professional demeanor and presence.
  • Coordinate with the Inn and Ranch Front Office Managers to create exceptional service standards.
  • Assist in training and coaching all front office and valet employees. 
  • Proactively anticipate and exceed guests’ needs and expectations.  Coordinate with other departments as necessary.  Consistently follow up to ensure guest satisfaction.
  • Address and resolve guest concerns quickly and efficiently.
  • Ensure all Xanterra Travel Collection and front office policies and procedures are followed.
  • Maintain an AAA 4 Diamond service standard.
  • Communicate clearly and professionally.
  • Prepare and review written documents accurately and completely.
  • Answer telephones using appropriate etiquette.
  • Develop and maintain positive working relationships and support teams to reach common goals.
  • Build guest profiles to create a personalized guest experience.
  • Assist the front desk in answering phones, check-ins and check-outs.
  • Assist in the scheduling of group and resort services and dining reservations.
  • Address service opportunities as they arise before the guest leave property.
  • Make welcome calls upon guest arrivals.
  • Inspect VIP rooms—input maintenance requests for all VIP Rooms.
  • Other duties as assigned.
Qualifications
  • Previous concierge experience required.
  • Working knowledge of hotel and resort front office operations.
  • Ability to create a schedule based on business demands.
  • Proven organizational and managerial skills.
  • Previous experience using a Property Management System; Micro’s Opera experience preferred.
  • Must have working knowledge of Microsoft Office Programs.
  • Working knowledge of using a phone operating switchboard.
  • Must have a valid driver’s license.
  • Must be able to type 40 wpm.

Physical Demands:

  • Requires standing for long periods of time.
  • Must be able to lift 30lbs.

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