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Hyatt Guest Service Manager in STOWE, Vermont

Description:

At Spruce Peak we have something special. As the premier Vermont mountain community, we live and work surrounded by the natural beauty of the Green Mountains. Our slopeside hotel is gorgeous for year-round adventures, escapes, destination weddings, and more. Our staff prides itself in our teamwork, our high standards, and our diversity. In addition to competitive pay and health benefits, Spruce Peak employees enjoy a host of great benefits, both locally and world-wide, including ski-passes, fitness memberships, and free or discounted stays at Hyatt hotels worldwide. Come join our family, we think you’re special too!

The Guest Services Manager is responsible for the day-to-day operation of the Front Drive for the Lodge at Spruce Peak. This includes ensuring that we are providing the highest levels of guest service and ensuring that standards are in place for all areas of parking, door, and bell teams. The Guest Services Manager is responsible for maintaining the efficient operation of the bell/valet, ski valet and guest services department. The individual should be instrumental in supporting good public, departmental, and employee relations.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

  1. Oversee guest transportation requests for group, VIP, and all other guest as required.

  2. Write reports of any incidents pertaining to the operation in conjunction with the Front Office Manager and Loss Prevention or in their absence will complete solely.

  3. Create a weekly schedule for Door/Bell/Valet/Ski Valet/Guest Service Coordinator.

  4. Check the schedule daily to ensure that coverage is correct according to arrival and departure volume and hotel functions and events, checking that actual business volumes match forecasted volumes.

  5. Ensure that all positions (Door/Bell/Valet/Ski Valet/Guest Service Coordinator) are covered at all times.

  6. Responsible for recruitment, will communicate with Front Office Manager about status of all open positions as well as the status for all applicants.

  7. Responsible for vehicle maintenance, cleanliness, and fueling.

  8. Oversee and foster a team spirit among the Valet Parking team, Door Team, Guest Service Coordinator, Ski Valet and Bellmen, including setting up monthly departmental meetings in conjunction with the Front Office Manager.

  9. Monitor and control staff performance by administering annual performance reviews for the team.

  10. Keep accurate recaps of all functions, conventions, and gala events to help ensure that the strategy for the following year is effective.

  11. Ensure awareness of all Lodge and Resort activities and services in addition to key area events and disseminates such information to the team so they will be aware.

  12. Oversee the Front Entrance and Drive for cleanliness, maintenance, security, and overall functionality.

  13. Monitor payroll on a daily basis, submitting accurate payroll reports to accounting on a bi-weekly basis.

  14. Assist in ensuring guest and co-worker safety and security by reporting any suspicious or unusual behavior to Loss Prevention and the Front Office manager.

  15. Maintain communication and favorable working relationships with all fellow associates and leaders.

  16. Serve as a liaison with sales, and catering departments as necessary to ensure accuracy with resumes. Attend Resume and Pre-Conference Meetings as required.

  17. Assist with developing, coaching, and counseling staff in accordance Stowe Mountain Lodge guidelines.

  18. Work closely with the Doorperson to ensure smooth shift changes with accurate pass on and communication.

  19. Oversee the training and development of staff in such a manner as to ensure the highest level of guest service and satisfaction. Ensure Job Task Check lists are completed in a timely manner for all new associates.

  20. Work with Doorperson and Front Office Manager to update and review the valet departmental manuals, job task check-lists, and job descriptions as necessary to ensure policies and procedures are current.

  21. Ensure departmental supplies are adequate.

  22. In the course of normal duties, to observe, report, or take immediate corrective action on deficiencies, malfunctions, or untidiness.

  23. Ensure all vehicle key tickets are completely filled out, name is clearly marked, and are stored in a secure location as well as mountain equipment.

  24. Ensures that entrance is free and clear of congestion for arrival and departure of guest vehicles.

  25. Provide the removal and storage of guest’s items from parked vehicles when requested.

  26. Provide other miscellaneous services requested by the guest or supervisor in a timely fashion.

  27. Ensure that all team members comply with the Lodge’s Dress and Grooming Standards.

  28. Conduct daily lineups, adhering to Departmental and Lodge wide Service Standards.

Qualifications:

  • Hospitality or Guest service background is required.

  • Hospitality Management Degree or Diploma is an asset.

  • Minimum 2 years supervisory or management background required.

  • Strong Managerial skills with a record of positive associate relations, team leadership abilities and a proven guest service record.

  • Proven commitment to health and safety.

  • Results oriented with ability to be flexible and work under pressure.

  • Knowledgeable about driving both Automatic and Manual transmissions.

  • Working Knowledge of Word, Excel, and Property Manager (will train Property Manager if not knowledgeable).

  • Knowledge of SMS, ADP, and Hyatt Rewards is a plus

The individuals at Spruce Peak work as a team, flexing with the business and operational needs. Responsibilities, duties and the requirements for this position may change or increase at any time, with or without a change in title, benefits or salary. Like most other exempt jobs in the hospitality industry, this position requires a flexible schedule, possibly working in other departments, working holidays, weekends, events, and long hours as necessary.

Primary Location: US-Vermont-Stowe

Organization: Spruce Peak

Pay Basis: Hourly

Job Level: Full-time

Job: Guest Services

Req ID: STO000288

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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