The Westin Riverfront Resort & Spa, Greater Denver - USA

Guest Service Manager

The Westin Riverfront Resort & Spa - Greater Denver Area
Job Description

Position is responsible for all areas of guest service including front desk, Service Express operators/runners, night audit, bell/valet, and ski valet. This position provides assistance in the management of the entire Front Office department in conjunction with the other GSMs and the Director of Front Office Operations. Will have a specific focus area within the department to oversee and manage. Position serves as the point of contact for all guest inquiries and service recovery opportunities, along with other members of the management team, and performs all duties associated with the resort Manager on Duty program.



Essential Duties:

• Responsible for the effortless and seamless movement of guests in and out of the resort and providing exceptional levels of guest service through the guests’ stay from the point of reservation to the final billing process.

• Create and review weekly schedules to ensure proper staffing levels in the division in order to maintain guest service goals. Input and review payroll data on a daily basis for accuracy

• Be actively involved in interviewing, hiring, training and motivating associates; train, develop, coach and counsel, resolve problems, provide open communication, and discipline as appropriate. Assist and hold leadership team and staff accountable for pre-shift and monthly staff meetings.

• Monitor, track, and reward staff based on incentive programs designed to meet a variety of department and resort goals. Assist management team in leading on-going training programs and conducting regular service audits that ensure standards are consistently reinforced.

• Supervise check-in and check-out of hotel guests, ensuring that all front office accounting procedures are correct and accurate for guests upon check out. Assist with resolving guest billing questions after a guest stay as needed.

• Review arriving reservations and hotel statistics in order to monitor room rate and inventory status. Maximize room revenue and occupancy daily. Verify room status information. Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all associates are trained in all reservation and sales information. Ensure all Starwood Preferred Guest benefits are delivered to guests seamlessly. Monitor all VIP’s, owner reservations, and special requests.

• Respond to guest requests, serving as the primary contact for guests wishing to speak with management about their stay. Respond to, investigate, and resolve guest concerns and complaints with a consistently positive demeanor in difficult situations. Provide visible management support for all guest service areas. Provide professional written responses to guest comments as follow up after departure.

• Ensure awareness and compliance to all company safety and security policies and procedures. Ensure employee and guest safety by proper training and maintenance of equipment and work area.

• Participate in all required training through Starwood and East West Resorts.


Desired Skills & Experience

• Bachelor’s degree (B.A.) from four-year college or university in hospitality management an asset; OR four years related experience and/or training; OR equivalent combination of education and experience.

• At least one year of Supervisory or Management experience at the Westin or a similar luxury resort property preferred.

• At least one year of full service/luxury leadership experience required.

• Demonstrated effectiveness in guest contact and problem resolution skills.

• Experience in Starwood and Westin Brand desired.

• CO Driver License, computer proficiency, knowledge of Galaxy, Lightspeed preferred.
Company Description

The Westin Riverfront Resort & Spa at the base of Beaver Creek Mountain is Colorado's newest luxury green resort in the heart of Vail Valley. Features direct access to skiing and year round mountain activities along with a 23,000 sq ft spa and fitness club. Spa Anjali offers mountain inspired treatments to revive and invigorate providing total renewal. Guest accommodations include studio suites, one, two and three bedroom residences offering the comforts of home. The Westin Riverfront Resort & Spa is Colorado's first Silver LEED certified resort designated by the U.S. Green Building Council.

The Westin Riverfront Resort & Spa is a franchise, owned and managed by East West Resorts. EWR specializes in professional, high quality property management. Assistance to homeowners and homeowners’ associations is a core service, as well as management of vacation homes and vacation rental properties.

Our corporate vision is to focus on quality, not quantity. If we cannot do something well, we’ve agreed not to do it at all. This commitment has built our reputation, while at the same time strengthening the resort communities we live in and enhancing the lives of many. We believe that if we create delightful vacation experiences for our homeowners and guests, we can rest assured that our legacy and longevity will make us proud.
Additional Information

Posted:
June 12, 2013
Type:
Full-time
Experience:
Mid-Senior level
Functions:
Customer Service, Management
Industries:
Hospitality
Job ID:
6040393

Apply on Company Website

see this site :

http://www.westinriverfrontbeavercreek.com/