Lodging Services Manager - Jay Peak (Norwich)

Compensation

: $36,925.00 - $57,960.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Description

SUMMARY The Hospitality Guest Services Manager provides direct leadership over all front desk, valet and concierge efforts at various front desk locations with a concentrated focus on front of the house service needs. This position maintains satisfactory guest service standards, staff hospitality training, creation/facilitation of guest loyalty programs, front of house communications and lodging staff coordination.

ESSENTIAL DUTIES & RESPONSIBILITIES (include the following, other duties may be assigned)

  • Supports all Front of the House Lodging initiatives & Resort Hospitality standards with adequate consideration for the report's revenue goals.
  • Maintains & oversees Front Desk, Valet & Concierge informational needs - keeping current with Resort offerings, lodging accommodations, deals & specials, amenities and Resort operating schedules.
  • Maximize Hotel revenue by monitoring current status, lodging sell rates, arrival/departure authorizations & package inclusions daily.
  • Monitor and create daily staff checklists for front of the house operations (cleaning checklists, shift task lists etc.)
  • Ensure ongoing team support and operational training to include weekly informational departmental stand-up meetings.
  • Create and maintain guest service programs, recognizing guest loyalty and increasing guest retention.
  • Provide timely and constructive feedback regarding customer service issues, standards & pattern areas of resolution to the Director of Lodging & Hospitality for periodic evaluation.
  • Inspects and evaluates physical condition of Hotel lobbies & guest arrival areas to ensure cleanliness standards are up to professional expectations.
  • Maintains Valet & Concierge staff payroll & lodging staff uniform maintenance agreements, evaluating departmental staffing goals & Resort Hospitality standards.
  • Manages, recruits, interviews & hires, new Lodging Services Staff, to include Front Desk, Valet, switchboard & dispatch staff.
  • Works closely with key Hospitality based Resort Service Departments to coordinate Hospitality efforts when service items arise. Reports maintenance items through completion of work orders & communicates with Front Office Personnel, ensuring VIP amenity requests, special services & guest pre-arrival concierge packages are on schedule.
  • Organizes and directly oversees Front Desk, Valet, Switchboard & Dispatch staff scheduling - ensuring proper staffing levels are organized to professionally manage the volume of business with adequate consideration for the departmental budget guidelines.
  • Create lodging service staff initiatives, focusing on employee morale, professional development, efficiency, recognition-based staff retention & execution of performance-based compensation programs.
  • Conducts regular performance appraisals, and provides professional guidance as needed to all front office personnel - to include Front Desk, Valet, switchboard & dispatch staff, ensuring all policies, procedures, operational coordination, and staff morale meets expectations.
  • Works front desk & valet shifts as needed, when the adequate number of staff are not available to properly service the daily arrival/departure volume of business.
  • Other duties as assigned, which could be directly related to or unrelated to the original position.
  • SUPERVISORY RESPONSIBILITIES

    Manages 10-12 subordinate supervisors who supervise a total of 40-50 lodging employees. Is responsible for the overall direction, coordination, and evaluation of these units. Carries our supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Position Requirements

    QUALIFICATIONS

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    EDUCATION and/or EXPERIENCE

    Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

    LANGUAGE SKILLS

    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

    MATHEMATICAL SKILLS

    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

    REASONING ABILITY

    Ability to define problems, collect data, establish facts, and draw valid conclusion. Ability to interpret and extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

    COMPUTER SKILLS

    To perform this job successfully, and individual should have knowledge of Microsoft Office Suite Software, Point of Sale and Property Management software experience preferred.

    OTHER SKILLS & ABILITIES

    Proper phone etiquette and leadership skills required.

    OTHER QUALIFICATIONS

  • Prior Resort management experience preferred.
  • Must have excellent organizational & communication skills
  • Functional knowledge or MSWORD, Excel & Outlook, One Note knowledge of lodging software systems preferred.
  • Must be able to work varying hours to include weekends and holidays as needed.
  • Must be a team leader with the ability to recruit, train and monitor performance of team members.
  • PHYSICAL DEMANDS

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this Job, the employee is regularly required to stand; walk, and talk or hear. The employee is occasionally required to sit, use hands of finger, handle or feel; reach with hands and arms and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision.

    WORK ENVIRONMENT

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions and outside weather conditions. The noise level in the work environment us usually moderate.

    RESORT CONDITIONS

    This is a Winter Resort Area. It requires that work venues are varied, and in many cases include steep stairways, multi-level buildings and outdoor work areas, subject to very cold, sometimes wet or very sunny work sites. Some facilities are located at the base or bottom area and some are semi-remote and can only be reached by traveling via chair lift(s), skis or snowboards. Walking surfaces are frequently frozen, sloped and slippery. Proper footwear is a must, indoors and out. Work days and hours, as well as the number of hours required will vary, with an emphasis on weekends and holidays.

    Full-Time/Part-Time Full-Time Shift Various Shifts Seasonal / Year Round Year Round Perks / Benefits Benefited employees receive perk packages which include Medical, Dental, Vision, Life, AD&D Insurances, Short Term/Long Term Disability, PTO, Sick Pay, 401k, FSA, & Time Away plus all resort perks. Number of Openings 1 Location Jay Peak, Inc

    This position is currently accepting applications.



    Associated topics: call center manager, customer service manager, customer service team manager, director, guidance, product support, review, service manager, team manager, telephone * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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