Responsible for directing the overnight guest experience to ensure it is brand consistent and exceeds guests’ expectations. Directs Guest Service Manager, Manager of Housekeeping and Vasquez Creek Inn guest service agents to ensure the team is trained, morale is high and Ranch wide communications flow through the departments. Works closely with all ancillary departments including Spa, F&B, Recreation, Sales and Marketing and Facilities to ensure the overnight guest experience iGuest Service Agents, Bag Wranglers and Vasquez Creek Inn staff department team members are trained on promotions, all products/services and that guests are re General duties include but are not limited to managing sales and conference management staff to attain budgeted expectations as well as qualitative service levels.
Essential Duties and Responsibilities:
Manages, mentors, coaches and motivates Guest Service Manager to ensure Guest Service Agents and Bag Wranglers are providing stellar, brand consistent and pro-active guest service.
Manages, mentors, coaches and motivates Manager of Housekeeping to ensure Housekeeping staff is providing stellar and pro-active housekeeping in both guest rooms and common areas throughout the Ranch according to departmental Standard Operating Policies.
Executes existing department Standard Operating Policies and works with General Manager on revising them as needed to ensure that the guest facing areas on property receive the level of care and maintenance expected by a luxury client guest.
Works with department managers and team members to ensures that guest service expectations are exceeded and guests have an “experience” vs simply a “check in/check out” process.
Works with General Manager and related department managers to ensure guest service and housekeeping exceeds Company Mission and industry benchmarks.
Works with General Manager on the development of annual Guest Service and Housekeeping annual strategic game plans and operating budget preparations. Works to meet or exceed budgeted expectations.
Works with Executive Director of Marketing and Sales on executing marketing promotions and events. Works with Manager of Guest Services and Manager of Housekeeping Manager to ensure guest service and housekeeping staff members are trained to build awareness of Ranch products and services among guest up-selling them to enhance their experience as well as revenue opportunities.
Possess current, up-to-date knowledge pertaining to all Devil’s Thumb Ranch products, pricing, and strategies and communicates them to department managers and department employees.
Ensures guest service and housekeeping staffing models are developed and executed to meet guest service needs as well as optimize cash flow.
Is an ambassador for the resort, promoting the Ranch within the local community.
Works with housekeeping and guest service team m embers on a personal level to resolve problems or complaints. Handles special requests and unusual circumstances with compassion and understanding, in order to improve overall staff and guest satisfaction.
Provides ongoing, consistent feedback to Managers of Guest Services and Housekeeping as well as Vasquez Creek Inn team members and manages them to their annual goals. Ensures guest service and housekeeping staff annual performance and development processes are followed.
Ensures guest complaints are handled promptly and in a brand consistent manner with customer centric resolutions at the forefront.
Works closely with other department heads to create a positive, creative work environment and ensures gossip and negative feedback are handled professionally and directly.
Conducts himself/herself in a personable and professional manner at all times to both fellow employees and prospective guests.
Prepares departmental reports as directed.
Follows all rules and regulations set forth in the latest Company Policy Handbook and works to embody the Ranch Mission.
Exhibit initiative, responsibility and accountability for all actions.
Complete other duties as assigned by supervisor to include departmental cross training.
Assist operations team in “crunch” situations.
Maintain relationships with peers at local hotels/resorts.
Outgoing, personable, friendly with the ability to speak in front of large groups of people with clarity and confidence
Ability to work a flexible schedule including evenings/weekends
Must have working knowledge of automated point-of-sale and reservation systems.
Ability to deal tactfully and professionally with members, guests, staff and public.
Ability to read and interpret documents such as operating budgets and financial reports.
Ability to write routine reports and correspondence via personal use of word processing and spreadsheet software.
Ability to calculate figures and amounts such as discounts, percentages, and payments. Ability to apply concepts of basic business math.
Ability to define problems collects data, establish facts, and draw valid conclusions.
Ability to interpret a variety of instructions in mathematical form and deal with abstract and concrete variables.
Superior organizational and follow-up skills
Exceptional team building and coaching skills
Strong attention to detail
Adaptability, capable of multitasking
Ability to properly and safely lift 30 pounds.
Ability to travel. Must be on site a minimum of two days per week up to four days per week as needed during peak business periods.
Must have at least ten years experience in a guest service related position.
A minimum of two years of experience in a housekeeping supervisory role.
A minimum of four years of managerial experience plus a four-year college degree or ten years of related experience.
Working knowledge of hotel and resort operations with at least five years of hospitality experience.
Valid Driver’s License and clean driving record required.
Delphi and lodging SMS experience preferred.
Dependent upon experience. Eligible for annual bonus incentive.
The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences of relief, to equalize peak work periods or otherwise balance the workload.