Guest Services Manager

Guest Services Manager

Work in an amazing destination town surrounded by breathtaking mountains and spectacular lakes filled with year-round adventure! Enjoy world class mountain biking, hiking, fishing, ziplining, horseback riding, river rafting, water sports, Glacier National Park, and more...

The Lodge at Whitefish Lake, one of Montana's AAA Four Diamond resorts, is seeking a FULL-TIME Guest Services Manager to work with our team.

Principal Responsibilities and Position Purpose:

The Guest Services Manager will oversee Bell Valet operations, Guest Transportation, in-house rental car program, and ski valet for the Lodge at Whitefish Lake and the Firebrand (as well as any future Hotels under Averill Hospitality in Whitefish).

Main Duties and Responsibilities:

• Have a working knowledge of Valet, Bell Services, Transportation, and oversee Car Rental Program.
• Oversee the delivery of four-Star Service by the Guest Services Department by implementing and enforcing service standards and SOPs.
• Oversee the Shuttle Schedule including Airport Shuttles, Downtown Loop, Mountain Shuttles (Seasonal), and ensuring there are no conflicting shuttles between the Firebrand and The Lodge at Whitefish Lake. Assign drivers to Shuttles, including CDLs to trips requiring our larger vehicles and shuttles contracted through sales.
• Develop and maintain a working relationship with Sales and fill out Group Transportation forms for contracted transportation/porterage to ensure appropriate staff receive gratuities.
• Responsible for shuttle, rental, and house vehicle Maintenance.
• Assisting and planning bag pulls/deliveries for Contracted Groups.
• Shares MOD responsibilities for the hotel in the absence of the FOM and or Resort Manager as part of a structured rotation.
• The individual should be instrumental in supporting good public, departmental, and employee relations.
• Drive department revenue in all aspects of on-site and off-site offerings
• Seek out, establish, and maintain good relationships with third-party transportation companies and providers of fleet maintenance negotiating advantageous business agreements
• Oversee and implement Rental Car Program.
• Implement strategies, set goals, and train Guest Service employees.
• Regularly participate in the daily lobby refresher program.
• Order and maintain Bell/Valet supplies.
• Responsible for recruitment, will communicate with Front Office Manager, Resort Manager and HR regarding all open positions as well as the status of current applicants
• Monitor and control staff performance via regular communication with the team as well as the annual performance review program
• When requested or anticipated, provide information on Lodge, meeting functions, dining facilities, and local visitor and tourist attractions. If unable to provide the required assistance, seek out and refer to another resource and follow up for successful completion
• Assist in ensuring guest and co-worker safety and security by reporting any suspicious or unusual behavior to Security and the Resort Manager
• Implement new policies and procedures as needed

Specific Job Knowledge, Skills, and Ability:

• Ability to communicate effectively verbally, in writing, and over the phone, with Staff, Senior Management team members, and Ownership.
• Excellent leadership, interpersonal and problem-solving skills.
• Ability and willingness to adhere to all Averill Hospitality policies and ensure departmental personnel compliance.
• Ability and willingness to work with various office equipment and software systems.
• Valid driver's license necessary to aid in shuttles and errands.
• Must maintain a positive influence in the community and positive relations with area vendors.
• Teamwork – Balances team and individual responsibilities, exhibits objectivity and openness to others' views, welcomes feedback, contributes to building a positive team environment, and prioritizes the team's success above own interests.
• Quality – Meets productivity standards, completes work promptly, strives to increase productivity, works quickly and efficiently.
• Guest Service – Responds promptly to guests' needs and takes ownership of the overall guest experience.
• Professionalism – Respectably approaches others, reacts well under pressure, treats others with respect and consideration regardless of status or position, accepts responsibility for own actions, follows through on commitments.
• Profitability – Makes a conscientious effort to help minimize waste of products, equipment, and supplies to increase the department's profitability and the entire property.
• Leadership- responsible for leading Front Desk Agents daily to ensure the overall success of the team.

The Lodge at Whitefish Lake, part of Averill Hospitality, offers part and full time, year-round employment, competitive compensation, and a full benefits package including paid holidays, paid time off, insurance, and company discounts in Whitefish, Montana's premier leisure and outdoor activity destination on the shores of Whitefish Lake.

Averill Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.