Assistant Guest Services Manager

Description

Welcome to Devil's Thumb Ranch Resort & Spa, where career development meets unparalleled natural beauty. Situated on 6,500 acres of untouched wilderness at the foot of the Colorado Rocky Mountains, our property offers not just a job, but a transformative experience. Named a Top 10 Resort in the USA – Mountain West in the prestigious 2023 Condé Nast Traveler Readers’ Choice Awards, Devil's Thumb Ranch Resort & Spa is renowned for its excellence in hospitality and breathtaking surroundings. From hosting upscale weddings to orchestrating sophisticated corporate events and intimate private gatherings, we are a one-stop-shop for unforgettable experiences. Join our team and embark on a journey where your career aspirations are nurtured amidst the splendor of nature, ensuring that every day is an opportunity to grow and thrive in the world of hospitality.

Principle Purpose of Job

The Assistant Guest Services Manager ensures an exceptional guest experience at Devil's Thumb Ranch Resort & Spa. Responsible for creating a welcoming environment conducive to efficiently handling all guest needs, this role promptly addresses guest concerns. Reporting to the General Manager and/or Director of Lodging, the Assistant Guest Services Manager oversees daily guest service operations, including Guest Service Agents, Baggage Wranglers, and Guest Transportation, supporting guests at the Ranch, DTR outlets, and Winter Park properties.

Essential Duties and Responsibilities:

• Monitor and enhance guest services team performance, ensuring goal achievement through coaching and feedback.
• Oversee guest service function, promptly resolving complaints and consistently delivering superior service.
• Manage bi-weekly payroll, including reconciling tips/commissions and overseeing paid time off.
• Complete HR paperwork, including job requisitions, terminations, PTO requests, and performance reviews.
• Conduct interviews, make hiring decisions, and coordinate new hire orientation and onboarding.
• Conduct staff training, mentoring, and monthly departmental meetings.
• Assist in preparing annual departmental budget and monitor profit and loss performance.
• Schedule employees and manage vendor relationships for seamless service.
• Ensure expedited service for arriving and departing guests, resolving issues promptly.
• Maintain liaison with other departments to exceed guest expectations.
• Oversee amenity delivery process and manage "glitch" program.
• Provide directional assistance, make VIP welcome calls, ensure thorough follow-up on guest requests, and manage rates, revenues, and extranets.

Requirements

Qualifications:

Education/Personal Attributes

• Previous management experience required; 1-2 years of front-of-house hospitality experience preferred.
• Knowledge of Resort Suite PMS (or other property management system) helpful.
• Available to work a flexible schedule, including some nights, weekends, and holidays.
• Microsoft Office software experience required.
• Strong organizational skills and excellent communication skills (written and verbal), particularly in resolving guest issues.
• Effective leadership abilities to develop a cohesive team.
• Trustworthiness in handling confidential information and working with minimal supervision.
• Outgoing and friendly personality, enjoying interactions with the public.
• Ability to lift 20-30 lbs.

Compensation Description:

$50,000 – 60,000/yr  Competitive pay commensurate with education and experience. 

Benefits and Perks:

• 128 hours of Paid Time Off.
• Health, Dental, Life, and Vision Insurance included, plus 401k Employer Match of up to $2,000 annually.
• Temporary affordable, furnished transitional housing if needed based on availability.
• Wellness Program opportunities include meditation, complimentary daily Yoga, trail running & mountain-biking workshops.
• 25% discounts at all Devil's Thumb Ranch Resort & Spa restaurants, activities, stables offerings and spa treatments. 
• Discounted Winter Park Ski Resort season pass (available annually in season) or 1/2 price Grand Park Rec Center Pass.
• Referral bonus of $250 if we hire someone you refer and meets the minimum length of employment.

Due to the nature of our 24-hour operation, there is no guaranteed work schedule. Managers will try to accommodate specific schedule requests, but they are never guaranteed if business volume prohibits. 

The statements contained in this job description reflect general details as necessary to describe the principal functions of this position, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences of relief, to equalize peak work periods or otherwise balance the workload.

Devil's Thumb Ranch Resort & Spa is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.