Director of Guest Services

Summary
Cheyenne Mountain Resort is a sprawling property nestled in the lush greens of Southern Colorado Springs. Impressive mountain views, along with exciting activities like golf, swimming, and tennis, allow for the unique resort experience that you can only get in this part of town. But before our guests can do any of that, the first thing they would have to do upon getting to the resort is check in.
As Director of Front Office, you would oversee the team that welcomes guests to the property. You will be directing and administering all Front Office operations including staff training, inter-department communications, and staff scheduling. The successful candidate must possess strong customer service skills, be able to communicate well, and have a passion to lead their department.
Job Duties & Functions
• Responsible for short- and long-term planning and the management of Cheyenne Mountain Resort Guest Services operations
• Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
• Maintain guest room inventory per guidance for the Director Revenue Management
• Ensure all operations and cash handling adhere to policies and procedures
• Maintain excellent communication with the other departments
• Stay updated regarding information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Create expectations, lead people, manage processes, and hold people accountable for the agreed SOPs
• Ensure proper staffing levels for customer service goals
• Conduct or ensure all Training and Evaluations are completed as required
• Coach and counsel employees to reflect service standards and procedures
• Participate in the recruitment process for Guest Services
• Prepare reports concerning room occupancy, payroll expenses, and department expenses.
• Mentor, motivate, and teach staff to ensure success
• Plan and coordinate activities of Guest Services supervisors and line associates
• Motivate team members and resolve any issues that occur on the job
• Attends periodic staff meetings with other department heads to discuss company policies and patrons' complaints, and to make recommendations to improve service and ensure more efficient operation.
• Control all expenditures relating to Guest Services, including labor, guest room supplies, and equipment.
• Monitor and assess service and satisfaction trends, evaluate and address issues, and make improvements accordingly
• Use up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Implements and monitors all corporate marketing programs
• Runs and completes daily reports, analyze data and make decisions based on data
• Respond to emergencies, including but not limited to the operation of the Fire Panel, communication with emergency personnel such as Police and Fire Department
• Complete various additional tasks and assignments as needed or requested by the General Manager