GUEST SERVICES MANAGER

Position Overview:

The Guest Services Manager is responsible for the general management of Front Desk, Reservations, and Transportation Departments. This role is responsible for assessing associate performance, creating strategies and services to enhance productivity and the guest experience, with the ultimate goal of operational excellence. The role oversees front desk, reservations and transportation – all key guest “touch points” within the Rooms Division.

About Cote Family Companies: www.cotefamily.com

For over 100 years, this family-owned company has distinguished itself by providing unique, transformative experiences and exceptional memories. Our resorts provide an array of services including accommodations, golf, spa food & beverage, retail, equestrian and conference/event opportunities. Our camps provide transformational memories that our attendees carry with them forever. The Cote Family has invested in its current ventures and is poised for further growth.

COTECares

CoteCares is our “Way of Life”. We believe in enriching the lives of those within our community and this inspires us to create transformative experiences and exceptional memories.

Our associate journey begins and ends with a positive work environment and experience for our team. CoteCares is the namesake for our culture, and our commitment to a culture where all associates feel respected, safe, empowered, appreciated, excited, included and a sense of belonging to something extremely special. Whether it be through community involvement or internally working with each other, CoteCares expresses our world and what we want it to be.

Career Pathing & Growth:

This role is a key associate, responsible for ensuring the organization’s prosperity from the perspective of financial acumen and business development. With exposure to all aspects of the business, the role will grow concurrently with the growth of the company and could evolve into corporate opportunities.

Duties & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for ensuring our Reservations and Front Desk team are providing a coherent, supreme service level
• Responsible for maintaining call standards that focus on guest service and revenue generation
• Responsible for ensuring guests are greeted, checked-in/out professionally and within (if not above) our service standards
• Troubleshoot guest concerns/complaints, ensuring service recovery
• Responsible for recruitment, selection, supervising, training and development, mentoring and evaluating Front Desk, Reservations and Transportation staff to maximize production
• Motivate, coach and train and mentor managers and supervisors to perform at maximum potentials
• Manage transportation to maximize guest and associates support
• Schedule drivers and establish pick up/drop off points as needed
• Other duties as may be assigned

Job Requirements:

• Strong public speaking skills, exceptional interpersonal and written communication skills

• Outstanding attention to detail, organization, decision making and analytical skills
• Self-starter, innovator, results-driven with ability to meet both short and long term business goals
• Ability to manage time well, meet imposed deadlines and ability to work flexible hours
• Innovative and change driven with a high sense of urgency
• Proven problem solving skills with ability to maintain composure in stressful situations.

• This position requires the ability to stand, and, walk, 5-6 hours at a time, climb stairs, reach, and bend
• The position may also require the ability to lift over 50 pounds occasionally

Education & Experience

• Minimum three years of experience in hospitality
• Knowledge of HMS, SCS and/or other hospitality operating software preferred
• Hospitality or industry related degree preferred
• Previous operational leadership experience in hospitality preferred
• Advanced knowledge of computers including Word, Excel and PowerPoint, ability to learn software applications