Resort Guest Services Leader

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

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.