Guest Services Manager

Mii amo; Sedona (AZ); On-site; USD 42,000 - 64,000; Full time

Job summary

Enchantment Resort in Sedona, AZ is seeking a Front Office Supervisor to oversee Front Desk, Bell Staff, and Concierge operations, ensuring exceptional guest experiences and smooth daily operations.

The role requires leadership, strong communication, and hands-on supervision of staff, with responsibility for payroll, budgeting, and coordination with other departments to maintain service excellence.

Qualifications

• Bachelor's degree or equivalent experience; 2+ years front desk supervisory experience preferred
• Strong organizational skills; excellent written and verbal communication
• Proficient computer skills and ability to multi-task

Responsibilities

• Oversee Front Desk, Bell Staff, and Concierge operations to ensure guest satisfaction
• Maintain knowledge of all Front Office systems and procedures
• Respond to guest complaints or emergencies promptly and professionally
• Collaborate with all departments to uphold high service standards and resort policies
• Supervise staff coaching, counseling, and disciplinary actions as needed
• Schedule staffing based on occupancy forecasts to control labor costs
• Ensure department profitability and manage daily payroll monitoring
• Develop and manage annual department budgets and equipment control
• Interact with VIPs, homeowners, and group coordinators as needed
• Conduct performance reviews for the Guest Service department
• Hire and train new staff and maintain high morale
• Address night guest issues when MOD and prepare nightly reports

Skills

Organizational skills

Written & verbal communication

Multitasking

Computer skills

Guest relations

Team relations

Education

Bachelor's degree or equivalent

Tools

Front Office systems

Job description

Are you outgoing, energetic, passionate, and authentic? Enchantment Resort is the perfect spot for you! At Enchantment, we work together to create and deliver extraordinary experience for all guests and team members here at the resort. Our culture is fast-paced, collaborative, inclusive, engaging, and we have one of the best views you’ll ever find! Come join us!

Basic Function

Oversees all of the guest services areas including, Front Desk, Bell Staff, and Concierge. Ensure high level of guest satisfaction and smooth running operations. Maintains financial responsibility over Guest Services

Work Performed

• Overall knowledge of all resort operations
• Oversee and have a working knowledge of all Front Office systems
• Ensure that the resort runs smoothly and that any guest complaints and/or emergencies are handled in an expeditious and satisfactory manner
• Ability to deal effectively with all departments on daily basis to ensure high standards of guest services
• Ability to ensure high level of services is maintained in all areas
• Anticipate and intervene in all incidents of guest dissatisfaction and attempts to satisfy all such guests within resort policy
• Hold monthly department meetings with direct reports to review resort events, departmental policies and procedures and maintain high level of moral
• Effectively supervises all areas include coaching and counseling, and disciplinary action as necessary
• Organize and oversee group arrivals and departures with the Bell Captain
• Interview and hire new staff as necessary for the departments
• Conduct performance reviews as necessary for the Guest Service department
• Schedule employees based on occupancy forecast and levels to ensure adequate coverage in order to minimize payroll and labor costs
• Ensure that department profitability objectives are met
• Monitor payroll and labor costs on a daily basis
• Create department budgets annually and effectively controls expenses
• Responsible for the economical purchase and control of all equipment in the departments
• Interact with VIP’s, Homeowners, and Group Coordinators as necessary
• Inspect VIP rooms as necessary prior to arrival to ensure high standards and personally greet al VIPs whenever possible
• Know all safety and emergency procedures for guests and employees and how to act upon them
• Develop and implement service standards to ensure a consistent guest experience at a high quality level
• When serving as MOD, address all night guest complaints to ensure proper and satisfactory resolution and ensure that nightly MOD report is completed and pertinent information is properly documented and passed on to resort management
• Effectively implement training for all staff and train in all areas as necessary
• Maintain outside business contacts within the hotel/resort industry
• Responsible for the implementation and effectiveness of all cash handling within all reporting departments
• Understand accident prevention policies and contact proper authorities for any emergencies and complete all necessary paperwork associated with the incident
• Other duties as assigned

Supervision Exercised

Front Office Supervisor, Bell Captain, Lead Concierge

Supervision Received

Front Office Manager

Responsibility & Authority

• Oversee Guest Services staffing, operations and financial responsibilities
• Maintain a high level of guest service at all times in all guest services areas
• Uphold the resort commitment to hospitality
• Act as Manager on Duty as required
• Work closely with all departments to ensure guest service levels are being met

Minimum Requirements

Bachelor’s degree from four-year College or university; or equivalent related work related experience and/or training. Prefer 2+ years’ Front Desk supervisory experience and hotel/resort operations experience. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills

Physical Requirements

45% Sitting

65% walking, standing and bending

Lifting/Carrying up to 25 lbs.

Hearing and Manual dexterity

Distance vision 1-3 feet

Ability to drive golf cart on occasion as necessary