Guest Services Manager

Westgate Resorts; Park City (UT); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading resort in Park City is seeking a Guest Services Manager to oversee services and enhance guest satisfaction. The role demands excellent communication skills, supervisory experience in hospitality, and a proactive approach to service improvement. Additional benefits include free equipment rentals and paid time off.

Benefits

FREE Ski & Snowboard Rentals

Exclusive discounts for Team Members

Paid Time Off (PTO)

401K with generous company match

Tuition Assistance

Qualifications

• 2+ years of supervisory experience preferably in hospitality.
• Valid Driver’s License required.
• Flexible with schedule and able to work weekends and holidays.

Responsibilities

• Responsible for hiring, coaching, and team management.
• Resolve guest concerns and maintain service standards.
• Act as manager on duty in the absence of senior leadership.

Skills

Communication

Team Leadership

Problem Solving

Education

Associate's degree or equivalent

Job description

About Westgate Park City Resort & Spa:
The award-winning Westgate Park City Resort & Spa lies at the base of Canyons Village at Park City and provides a fun, challenging and rewarding work atmosphere. Help create remarkable guest experiences at our world-class resort, which features more than 7,300 skiable acres and over 300 uniquely challenging ski runs, as well as a variety of accommodation choices and world-class onsite amenities.

Job Description

The Guest Services Manager is responsible for the overall financial, service aspect and process results of the Guest Service and Skier Services Teams. Guest Services Manager will act in a manner that ensures associate engagement, guest satisfaction and financial performance to meet or exceed the Westgate Resorts vision. The Guest Services Manager is an ambassador for the Front Office and will work closely with other department heads to assist in making the property successful.

As the Guest Services Manager, you will:

• Responsible for the hiring, advising, coaching, disciplinary actions, and termination of Guest Service and Skier Services team members
• Resolves guest concerns utilizing luxury and Forbes service standards
• Maintains operational budget by utilizing knowledge of cost control initiatives
• Completes payroll for the Guest Service and Skier Services team
• Act as manager on duty for the resort in the absence of senior leadership
• Challenges the status quo by continually pushing to enhance the overall service, employee engagement and service scores
• Consistently monitors the company service score platform (Medallia) and builds tactics to grow service levels in Medallia, Tripadvisor and other online platforms
• Working knowledge all facets of Hotel Operations front facing departments
• Generate reports as requests by senior leadership
• Participate in P&L meetings
• Familiarity with Forbes rating standards and associate training techniques
• Interact between departments to ensure accurate resort information is communicated between departments
• Other tasks as requested and/or assigned

To perform this job successfully, you must have excellent communication skills and be able to read, write and speak English conversationally. Additionally, the person must possess and adhere to the following core values:

• Integrity
• Passion
• Work Ethic

Qualifications

Requirements:

• Associates degree (A. A.) or equivalent from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.
• 2+ years of supervisory experience preferably in hospitality but not required.
• Must be able to work weekends and holidays
• Must be flexible with schedule hours and/or days off.
• Valid Driver’s License
• Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate
• Required to pass a background check, drug test, and prove eligibility to work in the United State

Additional Information

Why Westgate?

• FREE Ski & Snowboard and Mountain Bike equipment Rentals
• Exclusive discounts for Team Member (i.e., hotels, resorts, restaurants, entertainment, etc.)
• $2.00 in meals in Team Member Breakroom
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Wellness Programs
• Tuition Assistance
• Employee Assistance Program (EAP)
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [e-mail] with the job title and the location of the position for which you are applying.

About the company

Westgate Resorts is an American timeshare resort company. Was founded in 1982 and operates as a subsidiary of Central Florida Investments, Inc. (CFI). Employing about 10,000 people, Westgate Resorts has expanded into the largest privately-held corporation in the Central Florida area.

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