The Lodges Guest Services Manager - Year Round

Deer Valley Resort
401(k)
United States, Utah, Kamas
Feb 15, 2025
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 must oversee all aspects of daily customer service operations in the Lodges. RESPONSIBILITIES: Manage all front desk operations, including night audit, concierge and bell staff tasks, ticket sales, and guest reservation check-in and check-out procedures Ensure staffing levels provide quality coverage and effective workflow in all departments while adhering to budgetary guidelines Hire, train, schedule, supervise, and evaluate full time and seasonal guest services staff Ensure the warm welcome process is in place by sending concierge letters, pre-arrival check in through EZ Waiver, welcome notes prior to check in. Monitors closely the Medallia scores and work to achieving the net promoter score goals. Cross-train at the General Store to learn their POS system and their coffee machine. Proactively solve guest, owner, and employee problems with urgency, respect, and empathy Responsible for staffing schedule according to business and budget levels and approving vacations and leaves. Review monthly balance sheet and profit and loss statements with the general manager Facilitate communication with owners regarding special concierge requests and booking reservations Maintain office inventory and organize and maintain records, files, calendars, and a variety of databases Oversee the process of the Lodges check requests and financial records, including budget preparation and tracking, posting code training, and owner billing Other duties as assigned QUALIFICATIONS: Two years of management experience in the hospitality industry required, preferably in front desk, concierge, or front of house operations Experience in managing a condo rental program required General knowledge of Park City preferred Property management systems experience preferred Working knowledge of budgets and front office accounting procedures Working knowledge of HOA management and specific governing documents Must be able to work weekends, holidays, evening shifts and overnight shifts (as needed) Must be able to lift 30 lbs., carry luggage, and have a valid driver's license DATES OF EMPLOYMENT: Year Round PAY RATE: Pay: $55,000 - 65,000 annually, dependent on experience Deer Valley Resort is an Equal Opportunity Employer.