Guest Services Manager - Arizona Biltmore

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels , a collection of distinctive independent properties; Axiom Hospitality , our European hotel management company; and PYRAMIDWORKS , which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships. At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact. Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience. About our property: The iconic Arizona Biltmore is located in the heart of the prestigious Biltmore neighborhood in Phoenix. The resort was named the “Jewel of the Desert” since its opening on February 23, 1929. This gorgeous 39-acre property reopened in May 2021 after undergoing a $150 million restoration. It has over 700 rooms, over 200,000 square feet in banquet space spread out over the beautiful property, 9 food and beverage outlets (including 2 restaurants, 2 bars, 2 poolside bars, a gelato shop/café, and in-room dining), a luxury spa, and 7 pools including a 65' waterslide. Arizona Biltmore is a LXR Hotel & Resort by Hilton which is a hand-selected collection of unique luxury hotels, offering bespoke service and personal adventures in the world’s most intriguing locations. With this, as a team member you will receive the Go Hilton travel benefits in addition to Pyramid's travel benefits. Learn more about our incredible benefits here. Want to learn more about Arizona Biltmore? Hotel Website, Instagram, Facebook What you will have an opportunity to do: The Guest Services Manager is responsible for the overall supervision, leadership, and direction of the Guest Services Department which includes valet services, luggage service, transportation services between the Arizona Biltmore & the Wrigley Mansion, etc . This position ensures the delivery of exceptional luxury service standards while maintaining operational excellence, employee engagement, and seamless guest experiences throughout the resort. Essential Functions Maintain a thorough understanding of all group resumes, event schedules, and group rooming lists. Oversee parking operations for group and special events, including traffic flow management, signage placement, garage logistics, and guest arrival/departure coordination. Stay informed of daily business activities, arrivals, departures, VIP guests, occupancy levels, and operational priorities. Conduct daily pre-shift meetings with Guest Services team members and participate in established AM and PM leadership stand-up meetings. Audit staffing schedules and ensure appropriate coverage for Bell Services, Valet Operations for both AZB and the Wrigley Mansion , and Shuttle Drivers based on business demands. Create and manage luggage delivery schedules, ensuring all group arrivals and departures are executed accurately, efficiently, and according to established service standards. Ensure effective guest flow management from the porte-cochère through the lobby and guest service areas. Coordinate with shuttle operators and third-party transportation providers to ensure guests and luggage are transported efficiently and arrive at designated resort locations in a timely manner. Monitor daily Guest Services operations and consistently support team members in executing luxury service standards and standard operating procedures, while maintaining financial accountability through effective labor management, expense control, productivity optimization, and adherence to departmental budget goals. Foster a work environment that promotes teamwork, mutual respect, accountability, engagement, and continuous professional development. Lead by example, promoting a team-oriented culture focused on operational excellence, luxury service delivery, and guest satisfaction. Monitor team performance and maintain a consistent, efficient, and guest-focused service operation. Coach, mentor, and train team members to deliver exceptional, timely, and professional guest service. Exercise discretion and independent judgment when evaluating new programs, services, procedures, and operational enhancements. Maintain adequate inventory levels of departmental supplies and equipment, ensuring all tools, vehicles, and operational resources are functioning properly and efficiently. Support departmental goals that align with overall resort objectives and present recommendations to leadership as needed. Remain knowledgeable of emerging hospitality technologies, industry trends, and best practices. Continuously evaluate and refine operational procedures to enhance the guest experience while maintaining luxury service standards and fostering a culture of hospitality excellence. Proactively solicit guest feedback and collaborate with other departments to identify opportunities for service recovery, operational improvement, and guest satisfaction enhancement. Manage guest requests and concerns, ensuring prompt resolution, proper follow-up, and complete guest satisfaction. Build collaborative relationships with all resort departments, including Convention Sales & Services, Facilities, Security, Front Office, Food & Beverage, Golf, Spa, Wrigley Mansion, Executive Offices, and all operational teams. Develop and support a leadership culture focused on guest service excellence, employee engagement, teamwork, fiscal responsibility, asset protection, and operational efficiency. Ensure payroll, accounting, scheduling, inventory control, and employee relations matters are managed in compliance with company policies, procedures, and applicable regulations. Perform additional duties, assignments, and special projects as directed by leadership. Ensure each team member follows uniform and grooming standards throughout the year. What are we looking for? Education High School Diploma or Equivalent preferred. Experience Minimum of two (2) years of hospitality leadership experience required. Experience in Front Office, Guest Services, Valet, or other front-of-house hotel operations preferred. Luxury hotel or resort experience preferred. Licenses and Certifications Valid driver's license with an acceptable driving record required. Evidence of insurability required. CPR and/or First Aid certification preferred. Compensation: - Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.