Guest Service Manager

POSITION TITLE

Guest Service Manager

Assistant General Manager / General Manager

The Expedition Lodge Estes Park, managed by Vista Host Management & Development Company, is nestled in the breathtaking beauty of Estes Park, Colorado, and serves as a gateway to the majestic Rocky Mountain National Park. Our cozy 50+ room property offers guests a perfect blend of rustic charm and modern comforts, with easy access to outdoor activities like hiking, wildlife viewing, and scenic drives.

With its welcoming atmosphere and convenient location near the charming downtown Estes Park, Expedition Lodge is a top-rated choice for nature lovers and adventure seekers alike, providing a memorable and relaxing stay in the heart of the Rockies.

The Guest Service Manager is a dynamic, multi-dimensional role responsible for coordinating front desk activities, managing reservations, and ensuring the complete satisfaction of all guests. This role involves handling communications across departments, managing guest requests, and supporting front-of-house operations.

• Thrives in a fast-paced environment, handling multiple tasks simultaneously.
• Is passionate about guest service and can lead by example, maintaining a positive and welcoming atmosphere.
• Has strong communication and leadership skills, with the ability to train, supervise, and support front desk staff.
• Enjoys problem-solving and is capable of managing guest inquiries and escalations efficiently.

• Competitive salary with opportunities for performance-based bonuses.
• Vacation / Sick / Bereavement / Holiday Pay.
• Health/Vision/Dental Insurance.
• Life / STD Insurance.
• 401k Program.
• Employee Discounts (Brand Hotels & Company Hotels).
• Free, Third-Party Employee Assistance Program (personal and professional).
• Growth opportunities within Vista Host’s portfolio of properties.

• Ensure the front desk is tidy and fully stocked with necessary materials (e.g., key cards, guest packets, etc.).
• Train, supervise, and support front desk staff, ensuring that all front-of-house positions are covered throughout shifts.
• Recruit and train new employees to maintain a high level of guest service.
• Create, organize, and manage schedules for all front office employees.
• Assign tasks and monitor front desk performance to ensure timely, accurate customer service.
• Handle guest complaints and specific requests, providing prompt and effective resolutions.
• Troubleshoot emergencies and unexpected situations as they arise.
• Monitor office supplies and place orders as needed to maintain adequate stock levels.
• Review and respond to in-house and third-party guest reviews, ensuring feedback is addressed constructively.
• Perform other duties as assigned by management.

• Must be able to communicate effectively in English, both written and verbally.
• Must be able to stand for long periods.
• Must be able to lift up to 20 lbs.
• Previous front desk or guest service experience is preferred, but not required.