GUEST SERVICES MANAGER

Come help lead the Guest Services team at Black Butte Ranch!

The Guest Services Manager oversees operations of the Guest Services Team, including responsibility for creating excellent customer service experience for homeowners and guests of the Ranch. The Guest Services Manager will lead the guest services team in achieving the standard operating procedures and service principles as defined by the Director of Rental Operations. Direct reports include our guest service agents and night auditors. Critical to the role is the ability to train, motivate and develop a team of service minded individuals that take pride in coordinating the Ranch’s access programs for owners, guests and vendors. The Guest Services Manager will report directly to the Director of Rental Operations. This position will also work closely with Housekeeping in coordinating the guest registration process.

Responsibilities will include:

• Lead and manage the guest services team, providing training and support to ensure exceptional service delivery.
• Develop and implement guest service policies and procedures to enhance the overall guest experience.
• Monitor guest feedback and service metrics, addressing any issues or concerns in a timely manner.
• Collaborate with other departments to ensure smooth operations and effective communication regarding guest needs.
• Organize and oversee special events and promotions to engage guests and enhance their experience.
• Assist the Director of Rental Operations with operations and Ranch initiatives.
• Lead the guest services team in cross selling ranch amenities and activities, act as a concierge for guests and owners of the Ranch.
• Perform analysis that supports short-term and long-term revenue growth for each segment of the department.
• Administrative responsibilities will include: maintaining records for departmental supplies, orders and inventory levels.
• Responsible for daily and weekly scheduling of staff and payroll reporting.
• Manage night auditor staff members, follow up with day audit on any accuracy issues, provide training and coaching as needed.
• Handle and resolve guest and owner complaints in a positive and productive manner.
• New product research and competition comparison.
• Prepare weekly arrival/departures reports, forecasting of monthly expenses.
• Handle and resolve guest and owner complaints in a positive and productive manner.
• Other duties as requested by the Director of Rental Operations.

Qualifications:

• Excellent verbal and written communication skills.
• Experience in payroll management, including approval and submission of all payroll related activities for the guest services team.
• Excellent organizational skills and be highly responsible with excellent follow-through with guests and homeowners.
• Prior leadership, supervisor or manager experience.
• Adaptable to flexible and seasonally demanding work schedule.
• Microsoft Office, Excel, Word and general PC skills; familiarity with Springer-Miller preferred.
• Knowledge of safety awareness and standards of cleanliness.
• Bachelor’s or Associate degree is preferred.
• Three to five years of Front Desk or Reservations experience in a comparable setting.

This is an exempt position and is eligible for our full suite of benefits and perks, including medical/dental insurance, paid time off, 401(k) with company match, paid holidays, flexible spending accounts, discounts at our restaurants, spa, and retail outlets, free golf, and access to all Ranch amenities.

Come join our team!

All offers are contingent upon successful completion of a background check.