Signature Collection Guest Services Manager - Year Round

Job description

Year Round Classic, consistent quality from a winning team! Deer Valley Resort is nestled in the Wasatch Mountains of Utah, in the historic mining town of Park City which has evolved into an exciting and diverse mountain ski town. Our staff consists of locals, transplants, seasonal workers from all 50 states and international students from around the globe. We are a diverse workforce where everyone feels welcome, appreciated, and valued. No matter if you are 14 or 84 years, there is a place for you in the Deer Valley family! (Last year over 1,100 staff members celebrated their fifth season or more at Deer Valley). Ski perks (vary based on employment status) may include Deer Valley season pass, free skiing or riding at other Alterra Resorts and select local Utah resorts Friends and family ski discounts, free staff ski lessons and discounted rentals (winter staff only) Subsidized meals at Employee Dining Rooms offered for staff while on shift Subsidized housing options available for seasonal full-time staff Discounts for staff members at restaurants, shops, and service providers in Park City Healthcare options are available for staff members 401k plan with company match PURPOSE OF POSITION: The Guest Services Manager is responsible for overseeing all aspects of daily customer service operations and managing front desk operations at Signature Collection. This position ensures an exceptional luxury experience for owners and guests from pre-arrival through departure while supporting the operational and service standards of Deer Valley Resort. RESPONSIBILITIES: Support established standards for personnel administration, performance, and service to guests and owners Recruit, hire, train, and supervise department personnel Respond promptly to all owner and guest requests Demonstrate proactive guest, owner, and employee problem resolution with urgency, respect, and empathy Document all problems and resolutions Manage all front desk operations, including concierge and bell staff services, ticket sales, and guest check-in/check-out procedures Create the weekly schedule within budget guidelines to ensure adequate staffing Inspect residences prior to guest arrival and report any problems to the appropriate departments for resolution Assist with owner/guest transportation as needed Develop and implement new procedures for the front desk Field inbound calls from guests, owners, and vendors and direct to the appropriate department Facilitate communication with owners regarding issues, special concierge requests, and booking reservations Assist with owner and guest transportation as needed Review monthly financial statements, including balance sheet and profit and loss statements Maintain office inventory and organize and maintain records, files, calendars, and a variety of databases Oversee the process of check requests and financial records, including budget preparation and tracking, posting code training, and owner billing Other duties as assigned QUALIFICATIONS: Experience in supervising lodging front desk staff required Excellent guest service, communication, and interpersonnel skills Strong problem-solving, decision-making, and conflict-resolution abilities Highly organized with the ability to manage multiple priorities in a fast-paced environment Must be computer literate and have a working understanding of MS Office Suite Must be able to lift a minimum of 50 lbs. Must have a valid driver’s license and clean DMV record Must be able to drive curving mountain roads in various weather conditions DATES OF EMPLOYMENT: Year Round PAY RATE: Salaried Deer Valley Resort is an Equal Opportunity Employer.