Hotel & Guest Services Manager

Job Description

Job Description

Benefits:

• 401(k)
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Company parties

Europa Village Wineries and Resort is a destination location in Temecula Valley Wine Country. We are a hospitality company rooted in family, and we welcome members and guests to enjoy a stay or a day in our European themed villages. We represent the countries of Italy, Spain and France and have multiple tasting rooms, restaurants, event spaces, overnight accommodations, and retail venues on our forty-five-acre property. We employ enthusiastic associates who enjoy providing excellent customer service and creating memories for our members and guests
Reports to:

• General Manager

Position Overview:

The Guest Services & Hotel Manager is responsible for providing strategic leadership, operational oversight, and hands-on support for all hotel, guest services, and housekeeping functions across the property. This role is instrumental in delivering exceptional guest experiences while ensuring the efficient operation of lodging facilities in alignment with the companys core values, service standards, and long-term business objectives.

Working collaboratively with department leaders throughout the resort, the Guest Services & Hotel Manager drives service excellence, fosters a culture of accountability and teamwork, and supports continuous improvement initiatives. This is a highly visible leadership position requiring strong interpersonal skills, sound judgment, and the ability to effectively manage, mentor, and develop team members.

This is an exempt position within a hospitality operation that functions 24 hours a day, 7 days a week, 365 days a year. The successful candidate must be flexible and available to respond to business needs as required, including evenings, weekends, holidays, and other non-traditional business hours

Qualifications and Responsibilities:

• Demonstrate and embody Europa Village's core values in all interactions and decision-making.
• Oversee the daily operations of the Bolero Casitas and the Inn, as well as the public Areas ensuring exceptional service standards are consistently maintained.
• Ensure all guests are welcomed, acknowledged, and assisted in a professional, warm, and hospitable manner.
• Support and oversee guest arrival and departure experiences, ensuring seamless check-in and check-out processes.
• Manage and assist with guest reservations made by telephone, online platforms, and in-person inquiries.
• Coordinate group arrivals and departures, including luggage handling, room assignments, billing instructions, staffing needs, and overall guest experience.
• Assume overall responsibility for the financial performance of the lodging operation, driving occupancy, average daily rate (ADR), revenue growth, and profitability.
• Collaborate with Sales, Marketing, and Operations teams to optimize room inventory, increase demand, maximize guest spend, and achieve established financial objectives.
• Monitor labor, operating expenses, departmental budgets, and cash flow to ensure sound fiscal management,.
• Proactively control costs, and make strategic decisions that support both short-term performance and long-term profitability.
• Serve as a primary point of contact for guest inquiries and operational matters throughout the property.
• Maintain clear communication with the Guest Services team regarding room inventory, availability, and special accommodations.
• Partner closely with Housekeeping and Public Area teams to ensure guest rooms and public spaces meet company standards and are prepared for arriving guests.
• Resolve guest concerns promptly, professionally, and effectively while maintaining a positive guest experience.
• Maintain awareness of current promotions, events, and offerings throughout the hotel, restaurants, retail outlets, and tasting rooms.
• Analyze operational needs and implement solutions that improve efficiency, service delivery, and guest satisfaction.
• Perform other duties and responsibilities as assigned

Performance Expectations:

• Create and foster an environment of "teamwork" by helping fellow employees or guests without a second thought.
• Be comfortable working on feet for long periods of time.
• Be able to communicate Europa Village's story.
• Ability to treat all associates and guests in a respectful manner.
• Arrive at work prepared with excellent personal presentation standards.
• Arrive on time and be respectful of attendance and punctuality.
• Adhere to Europa Village policies and procedures.
• Be hospitable, welcoming, and exhibit a positive attitude and willingness to assist where necessary.
• Has an eye for attention to detail.
• Must be available to work nights, weekends and holidays.