Guest Services Manager

The Guest Services Manager (GSM) at Firefall Ranch is a key management position overseeing front desk and lodge-wide guest services. The GSM is also the manager overseeing lodge operations in all departments on duty on General Manager days off and vacations. A primary focus of the GSM is delivering exemplary hospitality and teaching others throughout the lodge to do the same. The GSM is also the key point person for thoughtful guest service issue resolutions. The GSM works hands on with every department and generally works mid shifts to support guest arrival and early evening operations.

The GSM also helps with resolution and support of staff issues and emergencies in the absence of the GM and in concert with the GM. The GSM is the key manager living onsite, and as such, is the first responder for off-hours emergency support when needed.

Firefall Ranch provides sit down and to go breakfast, lunch and dinner. The Lodge prides itself in serving fresh, health conscience & creative California Cuisine that far exceeds guest expectations given our remote setting. The GSM supports our F&B team to ensure we provide an amazing guest service and all-around experience.

Firefall is also a coveted event venue that caters to customized weddings and other group business each year in various venues throughout the lodge property. The GSM assists the events team in helping groups and wedding guests.

While a primary part of the GSMs focus is leading front desk operations including planning, scheduling, training, service, safety, labor and cost, the GSM prioritizes their attention to areas most in need, particularly during busy PM service periods, and routinely jumps in to help all staff in direct service of our guests. This is a dynamic, varied, and fully hands-on operations role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Culture, Management & Leadership

• Create a fun, friendly culture
• Create and maintain a positive, collaborative work environment.
• Build and maintain an energized, well trained and engaged team
• Maintain a close working relationship with the GM and all lodge managers
• Manage and coordinate lodge operations and lodge staff alongside department managers
• Actively support our youth employment and development program
• Train, mentor, develop and evaluate department staff
• Enforce and document progressive discipline and associated employee communication and hold others to the same standard
• Conduct regular team meetings to communicate goals, provide updates and address concerns
• Participate in lodge-wide meetings to present and discuss lodge goals and initiatives

Operations

• Directly oversee and support the front desk team and front desk operations
• Support the housekeeping team to ensure daily operational success
• Engage with guests throughout all public spaces and departments
• Work hands-on and assist all department staff as needed
• Respond to and take charge of emergency situations when GM not present
• Assist in execution of weddings, groups and events
• Uphold structured processes and enforce standards, programs & procedures
• Help establish and oversee thoughtful, appropriate safety standards
• Support PM food & beverage operations as needed
• Help monitor and cover employee breaks
• Devise and execute operational enhancements
• Identify and report maintenance issues and work with the facilities team to ensure they are resolved

Reporting/Financial

• Schedule staff appropriately based on forecasted occupancy and other demands
• Manage individual team members daily to maintain productivity, minimize overtime & avoid missed/late meal breaks
• Ensure daily payroll reporting is accurate
• Communicate with departmental managers about labor, break & OT issues
• Support commission payment reporting
• Manage, document and report guest and staff incidents
• Creates brief nightly reports to GM and any other pertinent person

Hospitality

• Be exemplary in modeling and providing exceptional service and genuine warm, caring hospitality
• Train our team to provide the same standard of service and genuine, heartfelt hospitality
• Ensure we continually meet our guest service standards
• Address guest complaints/concerns/incidents promptly, professionally, caringly and effectively
• Oversee seamless execution of special guest needs and marketing requests
• Monitor guest reviews and support associated internal & external follow up

Quality Control

• Monitor cleanliness and maintenance of guest rooms and public spaces
• Ensure adherence to health, safety, and cleanliness standards
• Develop and ensure we follow procedures for guest check-in, check-out and room assignments, among others

Marketing & Reservations

• Support strategies to maximize occupancy and revenue
• Collaborate with the sales and marketing team to implement promotions and packages
• Assist with VIP, influencer and similar marketing related visitors

Technology and Systems

• Utilize property management systems (Opera) and other lodge software to track room availability, repeat guests and financial data
• Help ensure the smooth integration of technology between departments (e.g., reservation systems, billing, housekeeping tracking).

MINIMUM PREFERRED EDUCATION & EXPERIENCE

• 3+ years of experience in hotel management, with at least 2 years in a rooms division or relevant supervisory/management role
• Experience with high-end/luxury properties and/or services
• Front desk/rooms division supervisory/management experience
• Proficient in Opera or similar hospitality software
• Working knowledge of California employment law
• Multi-lingual a plus

COMPETENCIES/REQUIRED SKILLS AND ABILITIES

• Able to lead, inspire and manage a diverse team
• Exceptional verbal and written communication and relationship management skills for interacting with guests, staff and senior management
• Experience managing operational costs
• Organized with strong attention to detail and ability to effectively prioritize
• Exceptional hospitality skill and desire to please guests
• Skill in promoting a safe work environment to avoid injuries and accidents
• Leading a healthy, drug-free lifestyle
• Desire to live in a remote/rural environment
• Flexible with a whatever it takes attitude

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• May require onsite living
• Requires on-call off-hours availability for emergencies or urgent issues
• Physical environment requires the employee to work both inside and outside in heat/cold, wet/humid, and dry/arid conditions
• Frequent standing, walking, twisting, bending, reaching, sitting, climbing stairs
• Lifting up to 20 pounds frequently and up to 50 pounds occasionally
• Work hours and schedule variable, including evenings and weekends, to support the needs of our multifaceted year-round hospitality business

DETAILS/BENEFITS

• Full time position available immediately
• Eligible for up to 80 hours of Paid Time Off annually
• Healthcare benefits available after 90 days
• 401K eligible with company match after 1 year
• Regular work schedule with specific days off will be established
• Room and board available for fixed weekly cost both onsite and offsite

NOTE

We are extremely proud of our highly diverse team and embrace diversity at all levels of the organization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.