Guest Services Manager - Giants Ridge

Compensation Amount:

Job Summary:

Job Description:

• Leads, supervises, trains, schedules, and develops Guest Services employees while fostering a positive, accountable, and guest-focused culture. 
• Establishes performance expectations, provides coaching and feedback, and ensures compliance with company policies, procedures, and safety standards. 
• Ensures exceptional guest service throughout company operations by establishing and maintaining service standards.
• Responds to and resolves guest concerns in a professional and timely manner and identifies opportunities to enhance guest satisfaction. 
• Directs daily Guest Services operations and ensures efficient, consistent service delivery across golf and winter recreation seasons. 
• Coordinates staffing, workflow, and seasonal operational transitions to meet business needs and guest expectations. 
• Develops, implements, and maintains departmental procedures that support operational effectiveness and service excellence.
• Assists with departmental budgeting, labor management, revenue objectives, and financial accountability. 
• Maintains operational records, prepares reports, monitors performance metrics, and identifies opportunities for continuous improvements.
• Partners with leadership and other departments to support company-wide goals, programs and guest experiences.
• Promotes a safe work environment and ensures compliance with company policies, regulatory requirements, and established operating procedures.
• Responds appropriately to operational incidents and emergency situations.
• Performs other duties as assigned.

• Three or more years of leadership or management experience, preferably in hospitality, recreation, tourism, golf, ski, or resort operations. 
• Strong leadership, organizational, problem-solving, and decision-making skills.
• Demonstrated ability to motivate, coach, and develop employees
• .Excellent customer service and conflict resolution skills.  
• Strong verbal and written communication skills. 
• Ability to manage multiple priorities and adapt to changing operational demands.
• Proficiency in Microsoft Office and company-related systems and technology.
• Ability to analyze operational information and make sound business decisions.
• Knowledge of budgeting, scheduling, labor management, and financial accountability practices.
• Ability to maintain confidentiality and exercise professional judgement.
• Must possess a valid driver's license.

• Ability to sit, stand, and walk for extended periods of time.
• Ability to move through company facilities and work areas.
• Ability to occasionally lift, carry, push, or pull up to thirty (30) pounds.
• Ability to bend, stoop, reach, and perform repetitive hand and arm movements. 
• Ability to work indoors and outdoors in varied weather and environmental conditions. 
• Ability to work evenings, weekends, holidays, and extended hours based on operational requirements and seasonal demands.

• Computer and related office equipment
• Telephone and two-way radio
• Point-of-sale system
• Standard office equipment including copier, printer, and scanner
• Company operational software and related technology systems
• Golf car

• Previous experience in hospitality, recreation, retail, tourism, or related customer-focused industry.
• Passion for delivering outstanding guest experiences.
• Strong communication, organizational, and problem-solving skills.
• Ability to lead teams in a fast-paced, seasonal environment. 
• Experience with point-of-sale systems, reservations, scheduling, and operational reporting is preferred. 
• Flexibility to work weekends, holidays, and peak operating periods.

Founded in 1917, Guest Services has worked tirelessly to earn the reputation as the premier hospitality management company and National Park Service concessionaire in the United States. Guest Services takes great care and pride in providing best-in-class services across a wide variety of client sites including luxury communities, hotels, resorts, government and business dining facilities, full-service restaurants, state and national parks, outdoor recreation, boathouses, marinas, museums, conference centers, senior living communities, health care systems, school and university dining facilities, and specialty retail stores.

Guest Services, Inc. is an Equal Opportunity employer.  All qualified applicants will receive consideration for employment and promotion without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.