Guest Services Manager

Starlite Yellowstone is an EEO Employer - M/F/Disability/Protected Veteran Status


POSITION TITLE :Guest Service Manager
REPORTSTO :Assistant General Manager / General Manager

ABOUT STARLITE YELLOWSTONE

The Starlite Yellowstone, managed by VistaHost Management & Development Company, is situated just minutes from theWest Entrance of Yellowstone National Park, making it a premier choice foradventurers and nature enthusiasts. Our property offers 133 comfortablerooms with modern amenities and an indoor pool, providing a cozy retreat aftera day of exploring the natural wonders of Yellowstone. As one of thetop-rated hotels in West Yellowstone, we pride ourselves on delivering warmhospitality and exceptional guest experiences.

POSITION SUMMARY

The Guest Service Manager is a dynamic,multi-dimensional role responsible for coordinating front desk activities,managing reservations, and ensuring the complete satisfaction of all guests.This role involves handling communications across departments, managing guestrequests, and supporting front-of-house operations.

WHO IS THIS POSITION FOR?

The Guest Service Manager role is ideal for someonewho:

• Thrives in a fast-paced environment, handling multiple tasks simultaneously.
• Is passionate about guest service and can lead by example, maintaining a positive and welcoming atmosphere.
• Has strong communication and leadership skills, with the ability to train, supervise, and support front desk staff.
• Enjoys problem-solving and is capable of managing guest inquiries and escalations efficiently.

WHY WORK FOR US?

• Competitive salary with opportunities for performance-based bonuses.
• Vacation / Sick / Bereavement / Holiday Pay.
• Health/Vision/Dental Insurance.
• Life / STD Insurance.
• 401k Program.
• Employee Discounts (Brand Hotels & Company Hotels).
• Free, Third-Party Employee Assistance Program (personal and professional).
• Growth opportunities within Vista Host's portfolio of properties.

DUTIES AND RESPONSIBILITIES

• Ensure the front desk is tidy and fully stocked with necessary materials (e.g., key cards, guest packets, etc.).
• Train, supervise, and support front desk staff, ensuring that all front-of-house positions are covered throughout shifts.
• Recruit and train new employees to maintain a high level of guest service.
• Create, organize, and manage schedules for all front office employees.
• Assign tasks and monitor front desk performance to ensure timely, accurate customer service.
• Handle guest complaints and specific requests, providing prompt and effective resolutions.
• Troubleshoot emergencies and unexpected situations as they arise.
• Monitor office supplies and place orders as needed to maintain adequate stock levels.
• Review and respond to in-house and third-party guest reviews, ensuring feedback is addressed constructively.
• Perform other duties as assigned by management.

POSITION REQUIREMENTS

• Must be able to communicate effectively in English, both written and verbally.
• Must be able to stand for long periods.
• Must be able to lift up to 20 lbs.
• Previous front desk or guest service experience is preferred but not required.

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