Guest Services Manager

Embark on an exhilarating adventure with Ojo Caliente Mineral Springs Resort & Spa in the role of Guest Services Manager!

In this position, you'll be tasked with supervising all facets of front office guest service operations. This includes, but is not limited to, guaranteeing top-notch customer satisfaction by overseeing the efficient and amiable handling of arrivals, departures, and all other guest interactions.

You will be responsible for the comprehensive management of all Guest Services areas, including lodging arrivals/departures and springs/spa transactions, all aimed at optimizing guest satisfaction.

Why Ojo Caliente Mineral Springs Resort & Spa?

At Ojo Santa Fe Spa Resort, we take pride in offering more than just a job. At Ojo Caliente Mineral Springs Resort & Spa, you can enjoy the healing waters that have attracted spa enthusiasts since 1868. Tucked away in a high-desert hideout surrounded by orange cliffs, our spa days include relaxing in mineral pools and experiencing our upgraded Historic Bath House with a new salt sauna and eucalyptus steam room. As an employee, you get free soaking (Monday - Thursday) with a guest and can also enjoy discounted spa treatments.

Embrace the opportunity to contribute to a workplace that cherishes authenticity, diversity, excellence, gratitude, happiness, integrity, mindfulness, respect, and teamwork.

Join us in fulfilling our mission of providing genuinely gracious hospitality while stewarding and sharing sacred springs.

The Guest Services Manager plays a key role in organizing, directing, and coordinating front office operations, overseeing the work of guest services staff. The primary objectives include maximizing revenue and profit while consistently meeting or exceeding guest expectations. Collaborating closely with various departments, this position plays a crucial role within the resort management team.

Ojo Caliente Mineral Springs Resort & Spa awaits your expertise and passion. Make Ojo Caliente Mineral Springs Resort & Spa your next career move!

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

1. Be the primary point person for the independent and empowered resolution of all guest issues/challenges.
2. Review daily reports regarding special guest needs, room changes, and overall guest-related operations. Provide GM with required daily reports and communication.
3. Serve as informational liaison to managers of other departments: work closely with Reservations to ensure seamless arrivals and departures. Maintain communication with Housekeeping and Facilities, to ensure timely room turns. Work closely with other departments on behalf of guests.
4. Ensure all standards, policies, protocols and procedures are performed and executed.
5. Recruit and invest lots of time onboarding, training, coaching, and counseling staff.
6. Take corrective disciplinary action when warranted.
7. Develop a system of continuous improvement to ensure consistency and quality of the guest experience, utilizing guest, staff and management feedback and competitive analysis to drive guest satisfaction.
8. Conduct thorough reviews to determine the root cause of any service gaps and develop action plans for correction; communicate and make recommendations to management regarding operating issues that may require further attention.
9. Be an expert in and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities, etc.
10. Schedule guest services staff appropriately to meet business demands.
11. Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction, coach staff as needed; work in conjunction with Human Resources to take disciplinary action when appropriate.
12. Make immediate decisions and communicate with guest services staff in emergency situations; be knowledgeable of and able to implement all fire-life-safety procedures.
13. Be an expert in and handle all guest and staff accident incident reporting.
14. Responsible for managing departmental budget in terms of payroll and expenses.
15. Order supplies when needed.
16. Provide support and back-up to guest services staff when needed.
17. Incorporate the resort's culture of service excellence, mission, and core values into all aspects of job performance.
18. Participate in resort meetings, i.e. service improvement processes, emergency planning, monthly financial performance, daily standup, etc.
19. This job summary is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by their supervisor or management.

Ojo Spa Resorts Discounts and Perks:

Ojo Santa Fe Spa Resort and Ojo Caliente Mineral Springs Resort and Spa:

• Mission based company with values you can trust
• Medical, Dental, Vision, generous 401k (with employer match) after applicable waiting periods
• Employee Assistance Program (EAP)
• Paid Sick Time
• Paid Time Off
• Ongoing training to build critical skills for current and future roles
• Numerous Growth & Developmental Opportunities
• Competitive Compensation
• Discounted Employee Lunch
• Free Lunch/Dinner on Thanksgiving & Christmas
• Employee Appreciation Lunches
• Above and Beyond Awards - Ojo Bucks
• Soak in the Springs for FREE (Monday - Thursday). Free to employee and one guest (over age 13)
• 40% off Spa Treatments (includes private pools and private Ojitos)
• 40% off at the Restaurants
• 20% off at the Gift Shops
• Discounted Lodging Rate
• Hiking Trails

Ojo Santa Fe: Gym, Puppy Patch, Chicken Chat

Ojo Caliente: Yoga Workshops (if space available) & Monthly Birthday Treats

Ojo Caliente Mineral Springs Resort & Spa is conveniently located near several vibrant cities and towns, making it easily accessible for candidates like you. Check out the distances below and see how close we are to some popular destinations:

• Only 25 miles away from Espanola, NM.
• Abiquiu, NM, is located only 31 miles away from our resort.
• Pojoaque, NM, is conveniently located only just 34 miles away.
• Taos, NM, is a short 40-mile drive from Ojo Caliente.
• Los Alamos, NM, is just 42 miles away.
• Santa Fe is 50 miles away.

Join us now and become an essential part of the Ojo Caliente Mineral Springs Resort & Spa family. Make Ojo Spa Resorts your next career destination!

To learn more about Ojo Spa Resorts, please visit: https://ojosparesorts.com

Requirements

QUALIFICATIONS/REQUIREMENTS:

1. A minimum of 4 years of hospitality experience, including staff supervision and management, in a resort setting.
2. Bachelor's Degree or equivalent experience required; hospitality degree preferred.
3. Computer skills, experience, and aptitude to include MS Outlook, Word and Excel; BEO and property management systems software knowledge preferred. Knowledge of V1 and Agilysys a plus.
4. Excellent interpersonal, management, communication, and training skills.
5. Ability to work under pressure and utilize critical thinking to recognize problems and identify solutions.
6. Proven track record of hiring high performing staff and inspiring them to provide the best possible guest experience.
7. Ability to drive a golf cart, after training.
8. CPR and first aid certification a plus; must be willing to be trained in same.
9. Ability to work evenings, weekends, weekdays, and holidays required.
10. Ability to walk or stand and move about the resort (both indoors and outdoors) for eight or more hours per day, sit, reach, lift, bend, kneel, stoop, climb stairs, push and pull items weighing up to 40 pounds.
11. The position requires manual dexterity; auditory and visual skills; the ability to follow written and oral instructions and procedures; and the ability to speak and communicate in a professional manner.

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