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Guest Service Manager - DoubleTree by Hilton - Breckenridge Ski Resort

Date: Jun 10, 2019

Location: Breckenridge, CO, US

Company: Vail Resorts

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

Reach Your Peak at Vail Resorts using the Light & Warmth of Hilton Hospitality. 

 

You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

 

Summary: As Guest Services Manager, you would be responsible for managing the Guest Services operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

 

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

  • Hospitality - We're passionate about delivering exceptional guest experiences.
  • Integrity - We do the right thing, all the time.
  • Leadership - We're leaders in our industry and in our communities.
  • Teamwork - We're team players in everything we do.
  • Ownership - We're the owners of our actions and decisions.
  • Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

  • Quality
  • Productivity
  • Dependability
  • Customer Focus
  • Adaptability

What will I be doing?

  • Work with the Director of Rooms and General Manager to maximize revenue and minimize expenses while providing the highest level of guest service.
  • Budget, forecast and support fiscal responsibility within the operations of the department.
  • Communicates effectively in writing and verbally to provide direction to staff.
  • Handling any guest comments or claims providing exceptional service and resolution.
  • Observe performance of team members, celebrate exceptional service and encourage improvement where needed.
  • Interview, select, train, supervise, evaluate, counsel, and administers progressive disciplinary procedures for Guest Service team members when needed.
  • Greet customers, park and secure vehicles, including locking doors and closing all hatches and windows
  • Function as a key associate providing the 1st impression of the hotel to each guest and train Guest Service team members to emulate the same 1st impression.
  • Manage the maintenance and sanitation of the garage during the shift to ensure a safe work environment, compliance with applicable regulations and protection of the physical asset
  • Perform the tasks of employees supervised when needed to facilitate service and for training purposes
  • Assist staff as needed.
  • Act as driver for company vehicles as needed
  • Provide guest services in a highly professional manner exceeding guest expectations at all times by creating the WOW experience
  • Conduct orientation training with new associates
  • Focus on providing world-class service for every guest at every opportunity.
  • Train, mentor and nurture your associates to remember the guests needs come first.
  • Create the "WOW" factor at their first impression - arrival at the hotel.
  • Be aware of VIP guests and communicate this to staff
  • Manage the maintenance & sanitation of all Guest Service areas to ensure a safe work environment, compliance with applicable regulations & protection of the physical asset.
  • Perform the tasks of employees supervised when needed to facilitate service & for training purposes.
  • Coach and Counsel staff when needed in a way to assist with their development
  • Ensure associates are in 100% compliance to uniform standards
  • Able to work a flexible schedule including weekends and holidays as required.
  • Conduct Spatial Awareness training to provide tools for the teams to be safe on the job and in handling guest and property vehicles.
  • Successfully complete other duties as assigned.

 

 

Qualifications:

  • College degree in business, hospitality - required
  • Minimum two years in hospitality, or related role - Required
  • Intermediate Excel - required
  • Detail oriented on assigned tasks and the ability to follow through to a conclusion
  • Strong communication skills
  • Ability to take ownership of projects and drive production through completion
  • Ability to work successfully in a strong team environment
  • Strong Hilton and/or Hyatt system skills(OnQ, R&I, Opera, PRIO) - Preferred
  • Ability to learn new systems quickly - required

 

Benefits:

Team Member Travel program offered to Hilton employees

Vail Resorts Management benefits, including health, wellness, vision, dental, 401K, discounts and season passes.

Eligible for annual bonus.

 

If you’re hard working and feel exhilarated serving others, you’ll feel right at home in our authentic ski town and world-class mountain resort. As a community of adventurers and discoverers, we deliver an experience of a lifetime to every single guest that visits our mountain town. If you’re interested in moving mountains in your career, come work with us at Breckenridge where you’ll instantly feel at home. www.vailresortscareers.com

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 169016


Nearest Major Market: Denver