Guest Service ManagerThe Lodge at Spruce PeakStowe, VT
A property of: Hyatt Hotels
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Job Description

 

Summary

At Spruce Peak we have something special. As the premier Vermont mountain community, we live and work surrounded by the natural beauty of the Green Mountains. Our slopeside hotel is gorgeous for year-round adventures, escapes, destination weddings, and more. Our staff prides itself in our teamwork, our high standards, and our diversity. In addition to competitive pay and health benefits, Spruce Peak employees enjoy a host of great benefits, both locally and world-wide, including ski-passes, fitness memberships, and free or discounted stays at Hyatt hotels worldwide. Come join our family, we think you’re special too!

The Guest Services Manager is responsible for the day-to-day operation of the Front Drive for the Lodge at Spruce Peak. This includes ensuring that we are providing the highest levels of guest service and ensuring that standards are in place for all areas of parking, door, and bell teams. The Guest Services Manager is responsible for maintaining the efficient operation of the bell/valet, ski valet and guest services department. The individual should be instrumental in supporting good public, departmental, and employee relations.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

  1. Oversee guest transportation requests for group, VIP, and all other guest as required.
  2. Write reports of any incidents pertaining to the operation in conjunction with the Front Office Manager and Loss Prevention or in their absence will complete solely.
  3. Create a weekly schedule for Door/Bell/Valet/Ski Valet/Guest Service Coordinator.
  4. Check the schedule daily to ensure that coverage is correct according to arrival and departure volume and hotel functions and events, checking that actual business volumes match forecasted volumes.
  5. Ensure that all positions (Door/Bell/Valet/Ski Valet/Guest Service Coordinator) are covered at all times.
  6. Responsible for recruitment, will communicate with Front Office Manager about status of all open positions as well as the status for all applicants.
  7. Responsible for vehicle maintenance, cleanliness, and fueling.
  8. Oversee and foster a team spirit among the Valet Parking team, Door Team, Guest Service Coordinator, Ski Valet and Bellmen, including setting up monthly departmental meetings in conjunction with the Front Office Manager.
  9. Monitor and control staff performance by administering annual performance reviews for the team.
  10. Keep accurate recaps of all functions, conventions, and gala events to help ensure that the strategy for the following year is effective.
  11. Ensure awareness of all Lodge and Resort activities and services in addition to key area events and disseminates such information to the team so they will be aware.
  12. Oversee the Front Entrance and Drive for cleanliness, maintenance, security, and overall functionality.
  13. Monitor payroll on a daily basis, submitting accurate payroll reports to accounting on a bi-weekly basis.
  14. Assist in ensuring guest and co-worker safety and security by reporting any suspicious or unusual behavior to Loss Prevention and the Front Office manager.
  15. Maintain communication and favorable working relationships with all fellow associates and leaders.
  16. Serve as a liaison with sales, and catering departments as necessary to ensure accuracy with resumes. Attend Resume and Pre-Conference Meetings as required.
  17. Assist with developing, coaching, and counseling staff in accordance Stowe Mountain Lodge guidelines.
  18. Work closely with the Doorperson to ensure smooth shift changes with accurate pass on and communication.
  19. Oversee the training and development of staff in such a manner as to ensure the highest level of guest service and satisfaction. Ensure Job Task Check lists are completed in a timely manner for all new associates.
  20. Work with Doorperson and Front Office Manager to update and review the valet departmental manuals, job task check-lists, and job descriptions as necessary to ensure policies and procedures are current.
  21. Ensure departmental supplies are adequate.
  22. In the course of normal duties, to observe, report, or take immediate corrective action on deficiencies, malfunctions, or untidiness.
  23. Ensure all vehicle key tickets are completely filled out, name is clearly marked, and are stored in a secure location as well as mountain equipment.
  24. Ensures that entrance is free and clear of congestion for arrival and departure of guest vehicles.
  25. Provide the removal and storage of guest’s items from parked vehicles when requested.
  26. Provide other miscellaneous services requested by the guest or supervisor in a timely fashion.
  27. Ensure that all team members comply with the Lodge’s Dress and Grooming Standards.
  28. Conduct daily lineups, adhering to Departmental and Lodge wide Service Standards.


Job Requirements

 

Qualifications

  • Hospitality or Guest service background is required.
  • Hospitality Management Degree or Diploma is an asset.
  • Minimum 2 years supervisory or management background required.
  • Strong Managerial skills with a record of positive associate relations, team leadership abilities and a proven guest service record.
  • Proven commitment to health and safety.
  • Results oriented with ability to be flexible and work under pressure.
  • Knowledgeable about driving both Automatic and Manual transmissions.
  • Working Knowledge of Word, Excel, and Property Manager (will train Property Manager if not knowledgeable).
  • Knowledge of SMS, ADP, and Hyatt Rewards is a plus

The individuals at Spruce Peak work as a team, flexing with the business and operational needs. Responsibilities, duties and the requirements for this position may change or increase at any time, with or without a change in title, benefits or salary. Like most other exempt jobs in the hospitality industry, this position requires a flexible schedule, possibly working in other departments, working holidays, weekends, events, and long hours as necessary. 

Job Details

Entry level
Full-time

About this location

class:
Upscale
room Count:
251-500
location Type:
Resort

Values

Creative
Empathy
Fun
Humility
Integrity
Respect

Perks

401(K)
Disability Insurance
Health Insurance Benefits
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The Lodge at Spruce Peak
The Lodge at Spruce Peakshow more
Address7412 Mountain Road, Stowe, VT, 05672 View map

People (6)

DeanTeam Leader-EventsDean was referred to Galvin’s Choice by his university tutor as a promising opportunity to pursue a career in hospitality. His family also supported him as he was welcomed into the program. Dean’s introduction to Hyatt began with a one-month work experience in October 2014. During this time, he was able to explore the various departments. After his experience, he was offered a position with Hyatt Regency Churchill and worked in this capacity for eight months. In August 2015, he became a full-time employee as a waiter and was then promoted in November 2016 to Team Leader in Events. “Working at Hyatt Regency London- The Churchill feels like being surrounded by family all day. I have the privilege to work with a fantastic team, and the people I have met along the way were always supportive and very respectful. I created a very strong bond with the people here, and I have always enjoyed being a Hyatt colleague.”
EmaniFront DeskBefore enrolling in the hospitality training program at Goodwill Greater Washington, Emani heard about the program while she was a student at the Latin American Youth Center. Emani and her cousin decided to give it a chance and ended up graduating together. Goodwill was not her first job training program. She previously spent six months in a curriculum that would teach both formal classroom-based learning and experiential skills-based training sessions. After she joined Goodwill’s hospitality program, she immediately noticed the difference in the way the programs were administered. Goodwill’s program emphasized experiential learning and making authentic job connections. Their teachers and coaches took an individualized and personal approach to their training and stressed the importance of effective communication. hrough Goodwill’s partnership with the American Hotel and Lodging Association and Hyatt, Emani had an opportunity to explore various roles, career paths, and inner workings of the hospitality industry. She found herself attracted to roles that would allow her to utilize her passion for engaging with people, especially through customer-facing roles. Everyone in the program had an opportunity to shadow at two different hotels to gain real-life work experience. This aspect of the training was incredibly engaging and helped her figure out where she wanted to start my career in hospitality. As part of the job shadowing experience, Emani spent a week at Hyatt House Washington DC / The Wharf, where she worked alongside front desk agents. She experienced firsthand how essential teamwork and communication are in servicing hotel guests. On her last day of shadowing, her supervisor shared that he was also a graduate of the Latin American Youth Center and has since progressed to his current management role. This interaction inspired Emani to pursue a career with Hyatt.
AyaFrom Al-Salt to Chef, Grand Hyatt AmmanAya’s culinary journey began at the Vocational Training Center in Al-Salt, Jordan in 2007. After seeing several advertisements around her community, Aya quickly became interested in joining the Vocational Training Center. She wanted to take the road less traveled and embark on a journey that was different from the path her friends had chosen. Aya’s family was very understanding and supportive of her decision to join the training program since her brother studied hospitality, they were familiar with what it takes to be a part of the hospitality world. With her family’s blessing, she began her studies in a program that was close to home. At the Vocational Training Center Aya was introduced to the fundamentals of the hospitality industry. She trained on a variety of skills ranging from, the importance of each cutting board’s color and when to use them, to how to interact with guests. She gained a vast amount of knowledge and learned the true meaning of what it takes to work in a hotel. After the education portion of her training program, Aya needed to enroll in a cross-training internship at a four or five-star hotel in the kingdom. Grand Hyatt Amman offered her an opportunity to train in the housekeeping department, where she worked for three months before transitioning to the culinary department. Once her two-year training program was complete, Aya decided to explore an opportunity at a different hotel and took a position as a Commis 2. She quickly learned her new work environment did not compare to what was offered at the Grand Hyatt Amman. So after one year of service, she resigned from the hotel in order to rejoin the Grand Hyatt Amman family as a Commis 2. Within two years she received her first promotion to become a Commis 1. Aya’s hard work, dedication, and love of the hotel industry didn’t stop there! Three years later, she earned herself another promotion as a Demi-Chef de Partie in the Events Kitchen— making her the youngest female Demi Che
PhuongRestaurant ManagerPhuong grew up on the Cham Islands, off the coast of central Vietnam, with no running water, healthcare, or high school education. She was only able to support herself through the beginning of high school; but luckily, she was introduced to the STREETS program when they were opening their first classes. After working quite hard at her STREETS apprenticing and studies, she graduated and started her career at the notable Four Seasons Resort The Nam Hai, Hoi An as a server. Soon after, she received a promotion to a supervisor. Several years later, she was eager to explore opportunities in the high-end luxury hospitality market. STREETS has a close relationship with the Park Hyatt Saigon General Manager, so Phuong decided to pursue an opportunity with Park Hyatt Saigon. She was hired as a Service Team Leader. She continued to grow and develop through her exemplary work ethic at Park Hyatt Saigon, which earned her a promotion to Assistant Food and Beverage Outlet Manager. Phuong always puts family first. She helps support her parents on the Cham Islands with many of their basic necessities. She also helps mentor recent STREETS graduates. Most recently, coming full circle, STREETS celebrated her return to the program as a Restaurant Manager. The STREETS family is happy to see Phuong pursue her dreams and help others follow theirs as well. "I am so lucky to have STREETS and to have a family. It hurts me to know that there are people who have it more difficult than me; it is my dream to help people."
LinhFrom STREETS International to Waitress at Hyatt Regency DaNang Resort and SpaLinh grew up in an impoverished, isolated Co Tu Village, located in one of the minority communities in central Vietnam. Her parents were subsistence farmers, as were the majority of the people living in her village, and they were frequently left with very little food to eat. In order to give herself an opportunity to work in hospitality, Linh decided to join the STREETS program. After successfully completing the program, STREETS was able to assist Linh with securing a position as a seasonal staff server at the Hyatt Regency Danang Resort and Spa. Several months later, having proven her hospitality skills, language proficiency, and professionalism, she was offered a permanent position at the resort’s popular Beach House restaurant. While working at the hotel, Linh met her future husband, Vien. He has worked at the resort for four years and started out as a Steward. After five months in the position, he transferred to the culinary department to become a Commis. The Hyatt Regency Danang Resort and Spa has provided a supportive environment for their staff, which has enabled Linh and Vien to grow in their hospitality careers and life together. They had their first child, and when he became ill at 20 months, they were able to provide him with proper medical care at a nearby hospital in the modern city of Da Nang, where they reside. Linh feels extremely supported in her position with the resort, that she and her husband are continuing to grow their family. Through her hard work and the support of Hyatt Regency Danang and STREETS International, Linh is living a very fulfilling life.
Mark HoplamazianHyatt Hotels Corporation President and CEOAs a leading global hospitality company, Hyatt is in the business of caring for people so they can be their best. This purpose guides every aspect of our business, from how we care for our people, communities, and planet to how we source products and protect human rights. We are committed to enriching the communities we call home and protecting the planet for future generations.

Culture (4)

RiseHY - Inviting Youth to Reach Higher with HyattAt Hyatt, we’re passionate about people and opening doors to new opportunities. True to our company’s purpose – we care for people so they can be their best – we have worked with community-based organizations around the world for decades to help young people rise to their full potential. Now, we’re taking a bigger step: With RiseHY, Hyatt hotels are making a commitment to hire 10,000 Opportunity Youth by 2025.
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Caring for our communitiesMeet Hyatt Thrive, our corporate social responsibility platform. Our purpose of care defines our practice of responsibility. By building strong communities and fostering sustainable practices, we’re working to create an environment in which people thrive. As the Hyatt footprint expands to meet the needs of a more connected and traveled world, we have the opportunity—and the responsibility—to grow with purpose and to protect our environment for generations to come.
We are familyOur foundation in family goes back to 1957, when entrepreneur Jay Pritzker purchased the original Hyatt House motel. Pritzker and his brother, Donald, worked to grow the Hyatt brand, powered by their belief in the importance of family and care. As of September 30, 2016, Hyatt is a global hospitality company with 13 brands and more than 600 properties in more than 50 countries.
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