Experience

Natural Retreats

• United States
• Travel Arrangements
• 100 - 200 Employee

• Guest Services Manager

  • Jun 2021 - Present



Westgate Park City Resort and Spa

• Utah, United States

• Guest Services Manager

  • Sep 2019 - Jun 2021

  •Manage Guest Services and Skier Services operations. •Hire, train and oversee the bell/door staff as well as drivers and concierge. •Interview and select Skier Services team members. •Coach all aspects of team members’ performance toward achieving exceptional guest service and employee engagement results. •Ensure compliance with FORBES standards and company policies. •Address and resolve guest complaints. •Respond to guest inquiries including phone and email inquiries. •Direct bell desk activities including providing directions, valet and shuttle services, luggage assistance and bicycles storage. •Ensure a clear and organize driveway as well as a neat and clean lobby area. •Review VIP reservations and ensure transportation from and to the airport. •Assist the Director of sales with group arrivals and making sure they have a memorable experience. •Perform concierge duties when the concierge is not on property. •Outstanding knowledge of all of the guest services and skier services agents’ duties to perform them in employees’ absence. •Develop strong working relationships with all departments. •Monitor inventory of supplies and purchase orders accordingly. •Keep track of invoices and ensure payment in a timely manner. •Comprehends budget and assist with financial management of the Guest and Skier Services departments. •Knowledge of HotSOS system, Kipsu, MR and company shuttle app. •General knowledge of a timeshare property operation. •Serve as a role model and lead by example. Show less