Guest Service Manager- Cloudveil

Overview

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos – just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

Our Values: We Engage and We Listen;
We Care and We Own;
We Provide and We Ensure;
We Appreciate and We have Fun.

• As the Guest Service Manager, be responsible for all aspects of front desk operations, including reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up.
• Oversee the front desk team and provide support and ongoing training to build the skills and knowledge of team members.
• Ensure you and your team maximize the guest experience by achieving service standards, maintaining consistent quality, exceeding expectations, and efficiently completing departmental objectives.
• Monitor front desk operations closely and manage the team, including scheduling/breaks, training, performance management, hiring, and termination.
• Create weekly staffing schedules and review/adjust staffing daily to ensure optimum levels; adhere to staffing and budget guidelines.
• Assist in budgeting and monthly planning and ensure all service standards are met.
• Facilitate clear cross-functional communication and monitor guest accounts and room inventory.
• Be educated and familiar with local and area recreational, dining, and cultural activities and attractions.
• Align with Crystal Creek Hospitality culture, values, goals and HR programs; maintain a professional appearance and attitude.
• Comfortable using Property Management Systems and other pertinent software; oversee operation, inventory, and pricing at the Lobby Market retail shop.
• Assist in the development and implementation of best practices, policies and procedures for the Front Desk team; complete miscellaneous tasks as assigned.

• Minimum of three years front desk experience
• Strong supervisory experience
• Excellent verbal and written communication skills
• Proven track record resolving guest problems and expediting solutions
• Understand daily hotel operations and systems
• Must read, write and speak English; bi-lingual Spanish preferred
• Flexible schedule during high business volume

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, use hands to handle, feel, or finger, reach with hands and arms, talk or hear, and taste or smell.

The employee frequently walks and climbs or balances. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently up to 25 pounds, and occasionally up to 50 pounds. Specific vision abilities include close, distance, color, peripheral vision, depth perception, and ability to adjust focus.