18-123 Manager - Rooms & Guest Services

The Manager – Rooms & Guest Services is responsible for overseeing hotel housekeeping, front desk, and RV Park operations to ensure a clean, efficient, and service-focused guest experience. This role provides hands-on leadership for daily operations, staff supervision, and service delivery, ensuring rooms are prepared to standard, guest interactions are professional and consistent, and operational needs are met across all assigned areas. Success in this role is demonstrated by high room readiness, strong guest satisfaction, engaged and well-managed teams, and seamless coordination between guest services and housekeeping functions.

Rooms & Guest Services Operations Leadership: Provide operational leadership for Hotel Front Desk, RV Park operations, and Hotel Housekeeping. Ensure guest-facing and room-related services operate cohesively, efficiently, and in alignment with enterprise cleanliness, service, and safety standards.

Housekeeping Operations & Room Readiness: Oversee all hotel housekeeping functions, including guestroom cleaning, hotel public areas, inspections, and laundry coordination. Ensure rooms are cleaned, inspected, and released according to occupancy demands, quality standards, and service expectations.

Front Desk & RV Park Operations Oversight: Direct front desk and RV park operations, including reservations, check-in/check-out processes, guest account accuracy, site readiness, and guest communications. Ensure consistent service delivery and accurate system usage across both areas.

Guest Experience & Service Recovery: Ensure a professional, welcoming guest experience from arrival through departure. Address escalated guest concerns related to rooms, reservations, or service failures, coordinating timely resolution across departments while maintaining enterprise standards.

Leadership, Scheduling & Workforce Management: Oversee staffing, scheduling, and daily supervision across assigned teams. Approve time and attendance, conduct performance evaluations, address employee concerns, and support corrective action processes in coordination with the Director – Hotel Operations and Human Resources.

Training, Coaching & Team Development: Manage onboarding and ongoing training for Front Desk, RV Park, and Housekeeping staff. Reinforce service standards, cleanliness expectations, and operational consistency through coaching, feedback, and visible leadership presence.

Inventory, Supplies & Asset Control: Manage supplies and inventory for guest service and housekeeping operations, including front desk materials, amenities, linens, and operational supplies. Ensure appropriate ordering, receiving coordination, security, and cost awareness.

Financial Awareness, Labor Management & Reporting: Monitor labor utilization, occupancy-driven staffing needs, supply usage, and operational costs. Prepare operational reports and provide regular performance updates to the Director – Hotel Operations.

Facility Condition & Maintenance Coordination: Conduct routine inspections of guest-facing and back-of-house areas. Coordinate with Engineering, Security, and Housekeeping to address maintenance issues, safety concerns, and presentation standards.

Compliance, Safety & Policy Adherence: Ensure operations comply with UMCH policies, safety requirements, and applicable regulations. Promote a safe, clean, and compliant environment for guests and employees.

Cross-Department Collaboration: Partner closely with Housekeeping, Engineering, Security, Marketing, and other departments to support occupancy needs, special events, guest services, and enterprise initiatives.

Leadership Presence & Coverage: Maintain a visible leadership presence across operations. Work varying shifts, weekends, and holidays as required to support operational continuity, staffing needs, and guest service expectations. Be available for “off-hours” calls, requests, etc. to adequately support assigned teams. 

General

• Must be at least 21 years of age and able to obtain and maintain a Ute Mountain Ute Gaming Commission Key License. (Must pass UMUGC and Colorado Gaming background investigations). 
• Must be fluent in English with strong verbal and written communication skills.  
• Must be able and willing to work a flexible schedule, including weekends and holidays. 

Education

• High school diploma or equivalent required.  
• Associate or Bachelor’s degree in a related field preferred but not required. 

Experience

• Minimum 3 years of experience in housekeeping, hotel operations, or a related discipline required. 
• Minimum 2 years of supervisory or other leadership experience required. 
• Experience working in hospitality, tribal gaming, entertainment, or similar environments strongly preferred. 

Knowledge, Skills, and Abilities (KSAs)

• Advanced Knowledge of hotel housekeeping standards, cleaning procedures, and proper chemical use. 
• Advanced hospitality knowledge as it relates to front desk and RV park operations
• Skill in leading teams, training staff, and managing performance.
• Skill in organizing workloads, scheduling, and meeting room-readiness timelines.
• Ability to conduct detailed room inspections and maintain consistent quality.
• Ability to communicate effectively with staff, management, and other departments.
• Ability to resolve guest concerns professionally and support strong service recovery.
• Proficiency with hotel management systems and housekeeping documentation tools.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, etc.) and other job-relevant software.