Job Details

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

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Guest Services Manager

SUMMARY

The Guest Services Manager is responsible for assisting the Director of Guest Services with overall operations by managing the day-to-day oversight of the guest experience and communication to the property on a whole. This role will contribute to the organization as an active business partner that is responsible for supporting the company's goals, objectives, vision, mission, and values.

ESSENTIAL FUNCTIONS

Major areas of responsibility/ management include, but are not limited to:

• Lead by example; support the department operation and provide direct service to guests as needed.
• Review, organize and respond to Concierge emails.
• Prearrival communications with VIPs ensuring all aspects of visit are prepared accordingly.
• Organization, recognition and communication with development/owner visits.
• Schedule and oversee lobby duty initiative.
• Ensure operations is aware of site inspections, VIPs and guest concern movements.
• Assist with checking guests in and out as needed.
• Engage with Elwood Members to ensure seamless recognition throughout resort and club.
• Lead communication, arrangements and visits of Elwood members when staying on property.
• Assisting with service recoveries via communication and follow-up.
• Oversee the arrival and departure experience, ensuring guests expectations are exceeded at all times.
• Assist in creating and implementing profit and flow-through enhancing strategies and programs.
• Assist in creating, implementing and executing department trainings for guest recognition and follow-up.
• Assist in managing associate engagement to increase overall culture.
• Assisting Director of Guest Services with any other needs determined as operations shift and adjust accordingly.
• Support the hotel's life-safety systems and be prepared at all times for emergency situations.

QUALIFICATIONS

• College degree preferred
• Minimum of four (4) years' experience in customer service
• 2 to 3 years leadership experience in a luxury hotel
• Exceptional guest recovery skills
• Enjoy interacting with people in a fast-paced environment
• Excellent organizational and time management skills
• Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
• Must possess a positive attitude
• Must be willing to participate in a learning environment
• Must integrate company values throughout all interactions
• Must be able to quickly adapt and effectively use new software products
• Must be dependable and available to work within the resort on weekends, nights and/or holidays based on business demands

PREFERRED

• Luxury hotel experience strongly preferred
• Knowledge and experience in using Birchstreet, HotSOS and Rex

PHYSICAL REQUIREMENTS

Position requires walking and giving direction most of the working day. Must be able to stand and walk for 8 hours a day. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. Must be able to lift up to 25 lbs. on a regular and continuing basis. Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.

The pay scale* for Guest Services Manager is $72,000-$75,000.00

*The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.