Manager - Guest Svcs

Shanty Creek Ski and Golf Resort LLC; Bellaire (MI); On-site; USD 45,000 - 60,000; Full time

Job summary

Shanty Creek Ski and Golf Resort LLC in Bellaire, MI seeks a Manager – Guest Services to lead the front desk and guest services team, ensuring a warm and memorable guest experience.

The role focuses on supervising staff, coordinating with housekeeping, food & beverage, reservations, and other departments to maintain service standards, handle guest concerns, and drive service recovery in a fast-paced resort environment.

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• At least three years of guest services or hospitality experience.
• Experience supervising or leading employees.
• Strong communication, customer service and problem-solving skills.
• Ability to work weekends and holidays.

Responsibilities

• Supervise and support the daily activities of the guest services team.
• Train, coach, and develop employees to maintain high standards of guest service.
• Assist with scheduling and staffing to ensure appropriate coverage based on occupancy and operational needs.
• Handle guest inquiries, concerns, complaints, and feedback in a professional and timely manner.
• Support service recovery efforts and work to resolve guest concerns whenever possible.
• Monitor guest service standards and identify opportunities to improve the guest experience.
• Ensure employees follow established policies, procedures, and service expectations.
• Collaborate with Housekeeping, Maintenance, Food & Beverage, Reservations, and other departments to address.

Skills

Leadership

Customer service

Communication

Problem solving

Team supervision

Education

Bachelor’s degree in Hospitality Management

Equivalent combination of education and experience

Tools

Guest service software

Property management systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time On Site Bellaire, MI, US

About Shanty Creek Resort

Shanty Creek Resorts is committed to providing our guests with a unique Up North experience. Our friendly, caring staff welcomes guests with exceptional service and old-fashioned hospitality. We believe honest, long-lasting relationships with our guests, employees, neighbors, and surrounding environment allow us to grow our business.

About the Role

The Manager – Guest Services plays a key role in creating a welcoming and memorable experience for every guest. This position is responsible for leading the guest services team, supporting daily front desk and guest service operations, and ensuring employees are prepared to provide consistent, professional service.

The Manager – Guest Services addresses guest concerns, supports team development, monitors service standards, and works closely with other departments to ensure a smooth and consistent guest experience. This role requires strong leadership, communication, organization, and problem-solving skills, along with the ability to remain professional and composed in a fast-paced hospitality environment.

Minimum Qualifications

Bachelor’s degree in Hospitality Management, Business Administration, or a related field, or an equivalent combination of education and relevant experience.

At least three years of experience in guest services, hospitality, hotel operations, or a related field.

Previous experience supervising or leading employees.

Strong communication, customer service, and problem-solving skills.

Ability to work a flexible schedule based on business needs, including weekends and holidays.

Preferred Qualifications

Previous leadership experience within a hotel, resort, or hospitality environment.

Experience with property management systems and guest service software.

Experience handling guest concerns and service recovery situations.

Familiarity with scheduling, training, and employee performance management.

Responsibilities

Supervise and support the daily activities of the guest services team.

Train, coach, and develop employees to maintain high standards of guest service.

Assist with scheduling and staffing to ensure appropriate coverage based on occupancy and operational needs.

Handle guest inquiries, concerns, complaints, and feedback in a professional and timely manner.

Support service recovery efforts and work to resolve guest concerns whenever possible.

Monitor guest service standards and identify opportunities to improve the guest experience.

Ensure employees follow established policies, procedures, and service expectations.

Collaborate with Housekeeping, Maintenance, Food & Beverage, Reservations, and other departments to addr