Purpose:

The primary responsibility of the SoHo Guest Services Manager is to lead in providing exceptional guest experiences at a venue known for excellent customer service. As a Manager at a world class facility, the Guest Services Manager will be responsible for assembling and leading an enthusiastic team in providing excellent customer service in a unique and dynamic environment. The Guest Services Manager plays an integral role within the organization and is key to communication among all departments. The Guest Services Manager maintains a high degree of professionalism and is an effective role model upholding a positive and upbeat work environment.

Key Responsibilities and Duties

Administration of SOHO Guest Services

• Provide an exceptional guest experiences by reinforcing customer service standard expectations with staff
• Update, create and implement training manuals/practices for Guest Service Representatives
• Provide hands on assistance to GS staff while working front desk, interacting with guests, etc.
• Ensure all company policies/procedures are administered through company systems
• Ensure adequate staffing levels at all times while keeping within a specified budget managing hiring processes, onboarding, scheduling,
• Responsible for hiring Leads and appropriate number of Guest Service and Food and Beverage Staff Members
• Supervise employees by enforcing policies/procedures by documenting disciplinary actions and performance evaluations
• Effectively manage staff and guest concerns
• Assist in creation and oversight for GS Dept budget planning, development, and implementation
• Review product offerings on the SOHO website for accuracy (including marketing promotions)
• Create and foster a positive work environment for all Guest Services employees
• Conduct regular staff meetings with Guest Services staff
• Responsible for day-to-day oversite of Lodge
• Ensure areas in the GS Dept are clean, safe, and presentable at all times
• Responsible for opening and closing till amounts, daily deposits and safe counts
• Ensure phone calls are being answered promptly, phone greetings are updated regularly and messages returned
• Other job duties as assigned

Setup, Operation, and Maintenance of Point of Sale (POS) systems

• In conjunction with accounting, system administrator and IT services oversee the setup, organization, implementation, and ongoing maintenance of the POS systems for all areas
• Update POS systems as necessary
• Initiate build and update of public programs in system
• Ongoing communication with accounting pertaining to revenue transactions

SOHO Public and Group Activities

• Administer all group bookings during public hours
• Coordinate exclusive group bookings with Group Sales Department including staffing private sessions
• Ensure all public activity information is updated, ordered and implemented each season (signage, tickets, etc.)

Retail and Food/Beverage Administration

• Assist the food and beverage program through administration including Food and Beverage Supervisor
• Facilitate all POS and accounting processes including new vendor set-up, item set-up, pricing, purchase order processing, placing orders, receiving, tagging, merchandising, selling
• Assure accuracy of all policies, procedures and approvals
• Responsible for bi-annual retail inventory and all product requisition and discard forms
• Assure all food and beverage policies and procedures are being met
• Responsible for monthly food and beverage inventory including all product requisition and discard forms

Other Duties As Assigned

• Participate in Community, Regional, International and National level events Organizing Committees as needed

Required Knowledge and Essential Skills

• Two years experience in a business, hospitality or facility management field
• Strong leadership and supervisory skills
• Proven ability of simultaneously managing multiple, complex issues
• Proven decision-making and responsible delegation of responsibilities
• Superior communications skills
• Understanding of planning processes, and proven capability of managing such a process
• Established attention to detail
• A proven team player

Minimum Qualifications

• Flexible work schedule must be available to work days, weekends and holidays

Environmental Job Requirements

• Ability to work outdoors in all temperature/weather extremes

Physical Requirements

• Ability to lift 30 pounds
• Must be able to sit or stand on feet for extended time
• Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus
• Hearing to converse with others in a normal conversation
• Balancing, bending, climbing, kneeling, walking, pushing, reaching above shoulders, and sitting

Required In-House Training

• UAF Orientation
• Sexual Harassment
• Drug & Alcohol
• Hazardous Communications Program
• Other training as required

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Holidays
• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Ability to Commute:

• Midway, UT 84049 (Required)

Ability to Relocate:

• Midway, UT 84049: Relocate before starting work (Required)

Work Location: In person