The Sonnenalp Hotel is looking for a Full-Time Year Round Guest
Service Manager with the desired start date of June 1st, 2021.
Wage: $45,000 - $60,000
Typical Schedule: Mixed between Days, Nights, Weekends, and
Primary Purpose of Position
Responsible for effective management of Bell Stand functions and
teams and Ski Valet (winter only). Other Areas of responsibility
also include Front Desk, PBX Operations, Business Center, and
Shipping. Will work to successfully execute all guest service
operation, including guest arrival and departure procedures,
according to the Sonnenalp and LQA Standards. Act in the absence of
the Director of Front office operations, Assistant Front office
manager or management and strive to continually improve guest and
employee satisfaction and maximize the financial performance of the
Essential Duties and Responsibilities
Leading Guest Services Team
Utilizes interpersonal and communication skills to lead,
influence, and encourage others; advocates sound financial/business
decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among
team members. Supervises and manages employees; manages all
day-to-day operations. Understands employee positions well enough
to perform duties in employees absence. Ensures recognition of
employees is taking place across areas of responsibility.
Communicates performance expectations in accordance with job
descriptions for each position and monitors progress. Performs
quarterly check-ups, annual reviews for all the reporting employees
Celebrates successes and publicly recognizes the contributions of
Maintaining Guest Services and front office goals
Achieves and exceeds goals including performance goals, budget
goals, team goals, etc. Manages day-to-day operations, ensuring the
quality, standards and meeting guest expectations. Keeps Front
Office team focused on the critical components of operations to
drive guest satisfaction and the desired financial results. Reviews
staffing levels to ensure that guest service, operational needs,
and financial objectives are met. Understands the impact of Front
Office operations on the Rooms area and overall property financial
goals. Evaluates and maintains Front Office schedules to meet Guest
needs, while adhering to budget guidelines.
Managing Projects, Policies, and Financials
Ensures compliance with all Front Office policies, standards and
procedures. Ensures property policies are administered fairly and
consistently, disciplinary procedures and documentation are
completed according to Sonnenalp Hotel Policies. Perform other
tasks as may be assigned by the Director of Rooms Respond properly
and take a supervisory role in hotel emergency or safety situation
as well as ensure the proper control and instruction of said
emergency procedures to the Front Office Department Keep all
departments notified of any fluctuations in business levels,
special guests, groups etc.
Ensuring Exceptional Guest Service
Provides services that are above and beyond for guest
satisfaction and retention within the LHW standards Takes vital
part in Training new staff members to the Standards, Core Values
and Expectations of the Sonnenalp hotel culture. Improves service
by communicating and assisting individuals to understand guest
needs, providing guidance, feedback, and individual coaching when
needed. Displays leadership in guest hospitality, exemplifies
excellent customer service, and creates a positive atmosphere for
guest relations and guest returns. Strives to improve service
performance. Empowers employees to provide excellent guest service.
Responds to and handles guest problems and complaints. Follow up on
HotSos issues. Observes service behaviors of employees and provides
feedback to individuals and/or managers.
Manager On Duty
Actively participate in the Manager On Duty (Emergency Contact)
program to ensure the highest level of service.
Managing and Conducting Human Resource Activities
Provides guidance and direction to subordinates, including
setting performance standards and monitoring performance. Solicits
employee feedback, utilizes and open door policy, and reviews
employee satisfaction results to identify and address employee
problems or concerns. Manages employee progressive discipline
procedures for Front Office Staff. Maintains Ski Valet and Bell
Stand training program for employees to receive the appropriate
information to successfully perform their job. Continuous training
should be a primary focus in coordination with the Training Manager
in order to improve and maintain excellent guest comments and LHW
scores. Assist in hiring hourly employee team members with the
appropriate skills and in a timely manner to meet the business
needs of the operation.
High School diploma or equivalent (GED) and 2 years experience
in guest services, front desk, or related professional area -
required Two year degree from an accredited university in Hotel &
Restaurant Management, Hospitality, Business Administration or
related major preferred Prior supervisory experience required,
preferably in a hotel environment.
Prior experience with HMS or similar Lodging Software preferred.
Efficient with computers, Microsoft Office, and web based systems.
Ability to work under minimal supervision; self-motivated &
self-starter. Effective interpersonal and public speaking skills.
Effective organizational skills. Demonstrated effective leadership
and coaching skills.
Essential Physical Requirements
Ability to work a flexible schedule Ability to stand and walk
for full length of shift, up to 12 hours at one time Able to
perform various activities such as constant standing, walking,
frequent bending, reaching, kneeling, and squatting Routinely
handles objects weighing up to 15 lbs and on occasion may be
expected to lift objects weighing up to 50 lbs
Medical, Dental, Vision Insurance Resort Discounts Holiday Pay,
Paid Time Off and Sick Pay 401(k) Retirement Plan & Roth 401(k)
Voluntary Life Insurance Short Term & Long Term Disability Employee
Assistance Program Parking Credit or Discounted Bus Passes