Description

Job Summary:   Tahoe Mountain Club is seeking an experienced and customer-focused Guest Services and Reservation Manager to oversee all aspects of guest services and reservations at The Cottages at Old Greenwood and other Tahoe Mountain Club properties. The ideal candidate will ensure members and guests have a seamless and memorable experience while maximizing The Cottages at Old Greenwood occupancy and maintaining operational efficiency.

Key Responsibilities:

Guest and Member Services Management:

• Oversee daily member and guest services operations, ensuring that member’ and guests’ needs are met with professionalism and courtesy.
• Resolve member and guest complaints, requests, and issues promptly and effectively, ensuring guest satisfaction.
• Lead and train our guest services team and vendors to deliver exceptional service at all times.
• Manage guest access, to include collection of guest fees where applicable.
• Ensure that all guest interactions (in-person, phone, email) are handled in a friendly, efficient, and personalized manner.
• Coordinate with membership, food & beverage, housekeeping, maintenance, and other departments to ensure a seamless guest experience.
• Monitor and manage VIP members and guest services and special requests.

Reservation Management:

• Optimize the reservation process, ensuring maximum room occupancy and revenue generation.
• Maintain accurate records of reservations and cancellations, ensuring proper billing and booking procedures.
• Analyze reservation trends and provide recommendations for improving sales strategies and occupancy.
• Develop and implement strategies to increase group and corporate bookings.

Team Leadership and Training:

• Train and supervise third party vendor guest services staff and vendors, ensuring all team members are aligned with Tahoe Mountain Club and The Cottages at Old Greenwood standards and best practices.
• Conduct regular vendor performance evaluations and provide feedback to help team members develop their skills.
• Foster a positive and productive work environment that promotes teamwork and high morale.

Operational Support:

• Ensure proper documentation and reporting related to member and guest interactions, reservations, and departmental performance.
• Assist with managing The Cottages at Old Greenwood assignments, check-ins, check-outs, and coordinating special guest requests.
• Maintain a deep knowledge of Tahoe Mountai Club Club and The Cottages at Old Greenwood services, policies, and local attractions to provide guests with accurate information.
• Provide concierge level services to members and guests to further enhance guest experience.

Because of the fluctuating demands of the Club’s operation, it may be necessary that each employee perform a multitude of different functions; therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as other employees are expected to help you. Accordingly, you may be expected to perform other tasks, not specifically addressed above.

Reports to:. VP, Investments and Asset Management

Supervises: Guest Services  Staff

Physical Requirements of the Job: (see attached)

The physical demands and characteristics of the work environment described on the attached form are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Qualifications

Education/Experience:  Bachelor's or Associate's degree in hospitality management, business administration, or related field (preferred). Minimum of 3 years of experience in private Club and hotel guest services or reservations, with at least 1 year in a managerial role (preferred).

Language/Communication: Must be able to work as part of a team and maintain open communication with managers and fellow coworkers. Must display professional demeanor and communicate in professional language at all times, exceeding members' and guests' expectations. Excellent cross-functional teamwork skills with an ability to identify areas of efficiency and embody an insatiable drive for excellence in execution are required. The ideal candidate will be very detail-oriented, creative, and familiar with managing a budget.

Certificates/Licenses:  Supervisory Harassoment Prevention Training and Workplace Violence Prevention Training within 30 days of hire.

Competencies and Requirements: Required

• Strong leadership and team management abilities.
• Exceptional customer service and communication skills. The right candidate will derive a great deal of joy in delivering exceptional guest experiences.
• Proficient in club management or hotel property management software or a willingness and aptitude to learn.
• Ability to work under pressure and handle difficult situations with diplomacy.
• Knowledge of sales and marketing techniques to drive reservations.
• Strong organizational and multitasking skills.
• Ability to work in a fast-paced environment and respond to urgent situations.
• Flexibility to work evenings, weekends, and holidays as needed.
• Flexibility to field calls, emails, and requests while not on duty.

Tahoe Mountain Club (Tahoe Club Company, LLC and Tahoe Club Employee Company, Inc.) maintains a policy of equal employment opportunity, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. Harassment or discrimination of any kind will not be tolerated, and any employee found to have engaged in such conduct will be subject to disciplinary action, up to and including termination of employment. 

Salary : $68,640 - $80,000