Guest Services Manager

CoralTree Hospitality; Olympic Valley (CA); On-site; USD 74,000 - 78,000; Full time

Benefits offered by this job

Discounted Palisades Tahoe Ski Pass

Food & beverage, retail, and spa perks

Free ski gear, ice skates, nordic skis

Discounted rooms at Hyatt and CoralTea

Group medical, dental, vision, life, &

401(k) with company match

Job summary

CoralTree Hospitality Group seeks a Front Desk Supervisor for Everline Resort & Spa in Olympic Valley, CA. You will lead the front desk team, guide guest service initiatives, train staff, and manage scheduling and performance to ensure a seamless arrival and departure experience for guests.

You are the first point of contact, creating memorable impressions while upholding company standards. Previous hospitality leadership and strong communication are essential for success in this Four Diamond

Qualifications

• High school diploma or GED or 2-3 years related experience and/or training.
• Minimum of one year supervisory experience in a high volume setting preferred.
• Hospitality experience in a Four Diamond quality organization preferred.

Responsibilities

• Interact, coordinate, and communicate in daily pre-shift meetings with all team members.
• Be an expert on services, hours, room types, rates, packages, and promotions to answer guest inquiries promptly.
• Promote and track departmental initiatives such as upsell programs.
• Ensure front desk staff complete required checklists and follow hotel policies.
• Maintain confidentiality of guest information and foster cross-department relationships.
• Assist management with recruiting, training, and coaching of staff.

Skills

Supervisory experience

Guest service

Communication

Team leadership

Education

High school diploma or GED

Related experience or training

Tools

Windows

Office

Property management systems

Job description

This position shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible to assist in providing leadership, guidance, and support to the front desk team in the areas of guest service, training, scheduling, and performance management for the overall successful day-to-day operations. S/he often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for CoralTree.

About Everline Resort & Spa

Located in California’s Olympic Valley, Everline Resort & Spa provides a premier mountain getaway to North Lake Tahoe.

The resort offers a year-round destination with ski-in/ski-out access to Palisades Tahoe, the third largest ski resort in North America, a championship golf course, relaxing spa treatments and a wide range of recreational activities.

Our on-site restaurant options include casual dining at Sandy’s Pub, breakfast cuisine at Cascades, a cozy coffeehouse and marketplace at Bearshine Café, delicious Asian-inspired comfort food at the Iron Road Noodle House, and fine dining at Six Peaks Grille.

Additional resort amenities include our heated swimming pools, open year-round, a 150-foot water slide, scenic hiking and biking trails, fly-fishing, cross-country ski centers, and a private ice-skating rink that is available to guests throughout the winter season.

Everline Resort & Spa takes inspiration from the distinct history and experience of the property and is a nod to the historic rail lines that connected throughout the area.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

• Discounted Palisades Tahoe Ski Pass
• Food & beverage, retail, and spa discounts
• Free rentals on ski gear, ice skates, nordic skiing, and golf course access
• Discounted rooms at Hyatt and CoralTree Properties
• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• An employee assistance program.
• Paid time off/sick time
• Participation in a 401(k) plan with a company match.

Responsibilities

• Demonstrate the ability to effectively interact, coordinate, and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests.
• Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, and scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Champion, promote, and successfully track departmental and organizational initiatives e.g. upsell programs, CoralTree Delivers Program, etc..
• Ensure front desk agents properly complete required checklist items at the end of each shift.
• Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.).
• Instills a calm, organized approach when interacting in stressful situations.
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
• Ensure that sufficient staffing is present to meet the daily business demands.
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data.
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
• Assist management to recruit, hire, train, and successfully support and manage the talent of all new and existing team members.

Qualifications

High school diploma or general education degree (GED or two to three years related experience and/or training; or equivalent combination of education and experience). Minimum of one year supervisory experience in a high volume setting preferred. Previous hospitality experience in a Four Diamond quality organization preferred. Previous experience with Windows, Office, and property management systems highly desirable. Must be able to understand, speak, read, and write in the basic English language. Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form. Demonstrate ability to compute basic arithmetic. Must be available to work varied shifts and flexible schedules.

Physical Requirements and Working Conditions:

• 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 walk, talk, see, and hear. Must be capable of walking or standing 90% or more of a normal 8 hour work shift. Must be capable of frequently carrying, lifting. pushing or pulling up to 50lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perceptions and the ability to adjust focus.
• While performing the duties of this job, the employee will be exposed to an indoor and outdoor working environment and the noise level in the workplace is usually moderate to high.
• Typical equipment used include but are not limited to computers and handheld devices.

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality.

Salary Range: $74,000/yr - $78,000/yr