Guest Experience Manager — Front Desk Lead

Crystal Creek Hospitality; Sedona (AZ); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Crystal Creek Hospitality in Sedona, AZ, seeks a Guest Service Manager to oversee front desk operations, reservations, check-ins/check-outs, upgrades, and guest follow-up while maintaining service standards and brand culture. You will lead the front desk team and ensure a high level of guest satisfaction across all touchpoints.

In this role you will train staff, manage scheduling within budget, and drive cross-functional communication to deliver seamless guest experiences and efficient problem

Qualifications

• Must have minimum of three-years front desk experience.
• Strong background of supervisory experience.
• Possess excellent verbal and written communication skills.
• Proven track record resolving guest problems and expediting solutions.
• Understand daily hotel operations and systems.
• Must read, write and speak the English language. Bi-lingual Spanish preferred.
• Flexible schedule during high business volume.

Responsibilities

• Closely monitor front desk operations including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up.
• Manage front desk team, including, scheduling/breaks, training, performance management, hiring, termination.
• Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels.
• Adhere to staffing and budget guidelines.
• Assist in budgeting and monthly planning.
• Ensure all service standards are met and adhered to.
• Work seamlessly and communicate clearly cross-functionally.
• Monitor guest accounts and room inventory.
• Educated and familiar with local and area recreational, dining, and cultural activities and attractions.
• Aligned with the culture, values, goals and human resource programs of the Crystal Creek Hospitality Brand.
• Maintain a professional appearance and attitude at all times.
• Comfortable using Property Management Systems and other pertinent software as assigned.
• Oversee operation, inventory, and pricing at Lobby Market retail shop.
• Assist in development and implementation of best practices, policies and procedures for Front Desk team.
• Complete miscellaneous tasks as assigned

Skills

Front desk operations

Supervisory experience

Verbal and written communication

Bilingual Spanish

Tools

Property Management System (PMS)

Job description

Crystal Creek Hospitality in Sedona, AZ, seeks a Guest Service Manager to oversee front desk operations, reservations, check-ins/check-outs, upgrades, and guest follow-up while maintaining service standards and brand culture. You will lead the front desk team and ensure a high level of guest satisfaction across all touchpoints.

In this role you will train staff, manage scheduling within budget, and drive cross-functional communication to deliver seamless guest experiences and efficient problem