Compensation Amount:
54,000.00 USD Annual
Job Summary:
The Guest Services Manager is responsible for leading the daily operations of Guest Services across year-round company operations, including both the golf and winter recreation seasons. This position oversees guest service functions, team performance, operational efficiency, and service standards while ensuring an exceptional guest experience at every point of contact. The Guest Services Manager provides leadership, coaching, and support to employees, collaborates with department leaders, and contributes to the achievement of operational, guest satisfaction, and financial goals. This position serves as a key leader in creating a welcoming, professional, and guest-focused environment.
Job Description:
ESSENTIAL FUNCTIONS- Leads, supervises, trains, schedules, and develops Guest Services employees while fostering a positive, accountable, and guest-focused culture.
- Establishes performance expectations, provides coaching and feedback, and ensures compliance with company policies, procedures, and safety standards.
- Ensures exceptional guest service throughout company operations by establishing and maintaining service standards.
- Responds to and resolves guest concerns in a professional and timely manner and identifies opportunities to enhance guest satisfaction.
- Directs daily Guest Services operations and ensures efficient, consistent service delivery across golf and winter recreation seasons.
- Coordinates staffing, workflow, and seasonal operational transitions to meet business needs and guest expectations.
- Develops, implements, and maintains departmental procedures that support operational effectiveness and service excellence.
- Assists with departmental budgeting, labor management, revenue objectives, and financial accountability.
- Maintains operational records, prepares reports, monitors performance metrics, and identifies opportunities for continuous improvements.
- Partners with leadership and other departments to support company-wide goals, programs and guest experiences.
- Promotes a safe work environment and ensures compliance with company policies, regulatory requirements, and established operating procedures.
- Responds appropriately to operational incidents and emergency situations.
- Performs other duties as assigned.
SKILLS AND KNOWEDGE REQUIREMENTS - Three or more years of leadership or management experience, preferably in hospitality, recreation, tourism, golf, ski, or resort operations.
- Strong leadership, organizational, problem-solving, and decision-making skills.
- Demonstrated ability to motivate, coach, and develop employees
- .Excellent customer service and conflict resolution skills.
- Strong verbal and written communication skills.
- Ability to manage multiple priorities and adapt to changing operational demands.
- Proficiency in Microsoft Office and company-related systems and technology.
- Ability to analyze operational information and make sound business decisions.
- Knowledge of budgeting, scheduling, labor management, and financial accountability practices.
- Ability to maintain confidentiality and exercise professional judgement.
- Must possess a valid driver's license.
PHYSICAL AND MENTAL REQUIREMENTS- Ability to sit, stand, and walk for extended periods of time.
- Ability to move through company facilities and work areas.
- Ability to occasionally lift, carry, push, or pull up to thirty (30) pounds.
- Ability to bend, stoop, reach, and perform repetitive hand and arm movements.
- Ability to work indoors and outdoors in varied weather and environmental conditions.
- Ability to work evenings, weekends, holidays, and extended hours based on operational requirements and seasonal demands.
EQUIPMENT USED- Computer and related office equipment
- Telephone and two-way radio
- Point-of-sale system
- Standard office equipment including copier, printer, and scanner
- Company operational software and related technology systems
- Golf car
At Giants Ridge, managed by Guest Services, Inc., exceptional guest experiences begin with exceptional people. We're seeking a Guest Services Manager to lead our Guest Services team across both our winter recreation and summer golf operations. This is a unique leadership opportunity for someone who enjoys developing employees, creating memorable guest experiences, and being part of a dynamic resort environment that changes with the seasons.As the Guest Services Manager, you'll oversee daily guest s