Guest Services Manager

AVERILL HOSPITALITY EMPLOYMENT; Whitefish (MT); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Paid holidays

Paid time off

Insurance

Company discounts

Job summary

The Lodge at Whitefish Lake, part of Averill Hospitality, is seeking a Full-Time Guest Services Manager to lead a busy guest services team and oversee Bell/Valet, transportation, and rental car operations.

Responsibilities include enforcing service standards, coordinating shuttle schedules, and partnering with Sales to optimize transportation offerings while maintaining safety and guest satisfaction across the property in Whitefish, MT.

Qualifications

• Leadership and interpersonal skills to guide a guest services team.
• Excellent written and verbal communication with staff, guests, and management.
• Strong problem-solving abilities to handle guest requests and issues.
• Ability to work collaboratively across departments and vendors.

Responsibilities

• Oversee Bell/Valet, Guest Transportation, in-house rental car program and ski valet.
• Enforce service standards and SOPs to deliver four-star service.
• Manage shuttle scheduling and driver assignments, including CDL requirements.
• Coordinate with Sales for contracted transportation and gratuities.
• Maintain shuttle, rental, and house vehicle maintenance.
• Lead recruitment efforts with Front Office/Resort HR for open positions.
• Monitor staff performance and participate in annual reviews.
• Provide information on Lodge functions and local attractions to guests.

Skills

Leadership

Communication

Problem-solving

Teamwork

Customer service

Valid driver’s license

Job description

Work in an amazing destination town surrounded by breathtaking mountains and spectacular lakes filled with year-round adventure!
Enjoy world class mountain biking, hiking, fishing, ziplining, horseback riding, river rafting, water sports, world-class hiking, Glacier National Park, and more...

The Lodge at Whitefish Lake, one of Montana's AAA Four Diamond resorts, is seeking a FULL-TIMEGuest Services Manager to work with our team.

PRINCIPLE RESPONSIBILITIES AND POSITIONPURPOSE:

The Guest Services Manager will overseeBell Valet operations, Guest Transportation, in-house rental car program, andski valet for the Lodge at Whitefish Lake and the Firebrand (as well as anyfuture Hotels under Averill Hospitality in Whitefish).

MAIN DUTIES AND RESPONSIBILITIES:

• Have a working knowledge of Valet, BellServices, Transportation, and oversee Car Rental Program.
• Oversee the delivery of four-StarService by the Guest Services Department by implementing and enforcing servicestandards and SOPs.
• Oversee the Shuttle Scheduleincluding Airport Shuttles, Downtown Loop, Mountain Shuttles (Seasonal), andensuring there are no conflicting shuttles between the Firebrand and The Lodgeat Whitefish Lake. Assign drivers toShuttles, including CDLs to trips requiring our larger vehicles and shuttlescontracted through sales.
• Develop and maintain a workingrelationship with Sales and fill out Group Transportation forms for contractedtransportation/porterage to ensure appropriate staff receive gratuities.
• Responsible for shuttle, rental, andhouse vehicle Maintenance.
• Assisting and planning bagpulls/deliveries for Contracted Groups.
• Shares MOD responsibilities for thehotel in the absence of the FOM and or Resort Manager as part of a structuredrotation.
• The individual should be instrumentalin supporting good public, departmental, and employee relations.
• Drive department revenue in allaspects of on-site and off-site offerings
• Seek out, establish, and maintaingood relationships with third-party transportation companies and providers offleet maintenance negotiating advantageous business agreements
• Oversee and implement Rental CarProgram.
• Implement strategies, set goals, andtrain Guest Service employees.
• Regularly participate in the daily lobbyrefresher program.
• Order and maintain Bell/Valetsupplies.
• Responsible for recruitment, willcommunicate with Front Office Manager, Resort Manager and HR regarding all openpositions as well as the status of current applicants
• Monitor and control staff performancevia regular communication with the team as well as the annual performancereview program
• When requested or anticipated,provide information on Lodge, meeting functions, dining facilities, and localvisitor and tourist attractions. If unable to provide the required assistance,seek out and refer to another resource and follow up for successful completion
• Assist in ensuring guest andco-worker safety and security by reporting any suspicious or unusual behaviorto Security and the Resort Manager
• Implement new policies and proceduresas needed

SPECIFIC JOB KNOWLEDGE, SKILLS, ANDABILITY

• Ability to communicate effectivelyverbally, in writing, and over the phone, with Staff, Senior Management teammembers, and Ownership.
• Excellent leadership, interpersonaland problem-solving skills.
• Ability and willingness to adhere toall Averill Hospitality policies and ensure departmental personnel compliance.
• Ability and willingness to work withvarious office equipment and software systems.
• Valid driver’s license necessary toaid in shuttles and errands.
• Must maintain a positive influence inthe community and positive relations with area vendors.
• Teamwork – Balances team andindividual responsibilities, exhibits objectivity and openness to others’views, welcomes feedback, contributes to building a positive team environment,and prioritizes the team’s success above own interests.
• Quality – Meets productivitystandards, completes work promptly, strives to increase productivity, worksquickly and efficiently.
• Guest Service – Responds promptly toguests’ needs and takes ownership of the overall guest experience.
• Professionalism – Respectablyapproaches others, reacts well under pressure, treats others with respect andconsideration regardless of status or position, accepts responsibility for ownactions, follows through on commitments.
• Profitability – Makes a conscientiouseffort to help minimize waste of products, equipment, and supplies to increasethe department’s profitability and the entire property.
• Leadership- responsible for leadingFront Desk Agents daily to ensure the overall success of the team.

The Lodge at Whitefish Lake, part of Averill Hospitality, offers part and full time, year-round employment, competitive compensation, and a full benefits package including paid holidays, paid time off, insurance, and company discounts in Whitefish, Montana's premier leisure and outdoor activity destination on the shores of Whitefish Lake.

Averill Hospitalityprovides equal employment opportunities to all employees and applicantsfor employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.