Are you ready to help shape the future of travel and hospitality at the new Hotel Polaris at the U.S. Air Force Academy? Hotel Polaris is seeking an exceptional Guest Services Manager to join our team and play a vital role in shaping the success of Hotel Polaris, an instant icon on the hospitality landscape of Colorado Springs. As the Guest Services Manager, you will be an integral member of the team that leads the pre-opening efforts and stewards the dynamic relationships across all key stakeholders including, Ownership, CoralTree Hospitality and Asset Management to ensure strategic alignment towards the hotel opening and beyond.  Your efforts significantly influence the unique and distinctive experiences we seek to deliver to our guests and team members alike. We're looking for someone who wants to be a part of something bigger and shares our passion for creating unforgettable guest experiences, nurturing a vibrant company culture, and building strong connections with our communities.

• Manage staff in the Guest Service Department.
• Provide oversight of other Rooms Departments, such as: Front Office.
• Review Guest Services staff's worked hours for payroll compilation and submit to accounting on a timely basis.
• Assist the Call Center team in providing a seamless and expedited experience for our guest.
• Ensure calls and request are being handle in accordance to the SOP guidelines.
• Coordinate arrivals and departures to ensure guest request are handled in a timely manner.
• Review daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, VIPs, and Groups.
• Assure that all financial and credit procedures are followed.
• Follow up on credit problems with Front Desk Manager and/or Credit Manager.
• Utilize a variety of computer systems to check on guest request and preferences, runs daily reports and handles pre arrival needs.
• Responsible for the supervision of all parking facilities and valet parking operations ensuring superior service to all patrons and guests of the hotel.
• Assist the staff as necessary to facilitate parking operations efficiently and professionally.
• Accept reservations, changes, and cancellations in the absence of Reservations Department Staff and answer guest calls and direct them appropriately in the absence of a Communications Operator.
• Act in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees and respond swiftly and effectively in any hotel emergency or safety situation.
• Resolve customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Respond to all guest requests in an accurate and timely manner and ensure interaction with guest is in person and/or by phone.
• Coordinate with the Sales & Marketing team for any group transportation request and provides Marketing team with pricing details.

• Associate or Bachelor’s degree preferred.
• Minimum of one (1) year supervisory experience in a high volume setting preferred.
• Previous hospitality experience in a AAA Four Diamond/Four Star quality organization preferred.
• Previous experience with Windows, Office, and property management systems highly desirable.
• Must be able to understand, speak, read, and write in the basic English language.
• Must have strong verbal and written communication skills, be highly organized, and detailed.
• Demonstrate ability to compute basic arithmetic.
• Ability to work as a team-player and accept assignments from multiple individuals.
• Must be available to work, varied shifts and flexible schedules

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• An employee assistance program.
• Paid time off/sick time.
• Participation in a 401(k) plan with a company match.
• Complimentary team member meals.
• Complimentary room nights at CoralTree Hospitality managed properties.

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality.

Salary range: $60,000 - $68,000/yr.

Application deadline: This job posting will close on 09/30/2024 or until the position has been filled.

#Li-onsite #hotelpolaris