Photo of Arizona Grand Resort & Spa, Phoenix, AZ

Guest Service Manager

Arizona Grand Resort & Spa

8000 S. Arizona Grand Parkway
Phoenix, AZ 85044

Resort de 744 Chambres
Géré par Marc & Rose Hospitality

Competitive Salary Wage, Medical/Dental/Vision/Life Insurance, 401K, Employee Assistance Program, Hotel Stay Benefits, Golf Discounts, Spa Discounts, and Car Rental Discounts!

Postuler maintenant Enregistrer ce travail
Tweet
LinkedIn
Lead the Guest Experience: Guest Service Manager Opportunity at the amazing Arizona Grand Resort & Spa, the largest of the Marc & Rose Hospitality portfolio unique destinations where we pride ourselves on Making Space for Genuine Hospitality.
Temps plein
Varied Shifts AM and PM

Summary of Position:

The Guest Service Manager (GSM) leads the bell, door, and lobby guest experience keeping front-of-house operations running smoothly while setting the tone for every arrival and departure. This role also oversees on-property transportation services, ensuring safe, efficient, and guest-focused mobility throughout the property. As a highly visible leader, the GSM models exceptional hospitality, brings service standards to life, and supports operational excellence and guest satisfaction at every touchpoint. Serving as Manager-on-Duty as needed, the GSM plays a key role in creating memorable, differentiated resort experiences, while also supporting room revenue and occupancy goals.

Essential Functions:

  • Oversee management and supervision of the Bell Desk including hiring, performance evaluations, coaching, training, development, and mentoring for Bellmen, Doormen, and Bell Captains.
  • Serve as a highly visible lobby leader.
  • Plan and organize group departures and arrivals including coordination with Destination Services, Conference Services, and other departments.
  • Attend weekly manager’s meeting and communicate pertinent messages to staff.
  • Lead department goal planning, continuous improvement projects, and recurring training efforts.
  • Implement new resort procedures, as necessary.
  • Oversees and manages Bell schedule along with Captains.
  • Perform Manager-On-Duty shifts and all associated functions of the position including, but not limited to, reporting and handling guest complaints.
  • Oversee valet operations including organization and safety of the valet lot and accountability for vehicle handling, traffic flow, and adherence to all policies and procedures.
  • Manage all room delivery operations including room service, group deliveries, and any additional items requested for guest delivery, ensuring timely execution, proper coordination with departments, and accurate charging of all group-related deliveries.
  • Perform administrative functions such as inventory, van switches, e-mail, memos, gratuity calculations, and other required paperwork.
  • Conduct annual performance reviews for Bellmen, Captains, and Doormen members and track completion of all required training, certifications, and due dates.
  • Monitor guest surveys for Bell Desk comments to improve service levels.
  • Perform other Doorperson and Bellperson tasks as needed.
  • Assist the Front Desk management team with resort reservation functions and department billing.
  • Execute Bell Desk VIP arrival and departure standards.
  • Maintain compliance with all Bell Desk safety standards by ensuring vehicles are properly secured overnight, carts and equipment are maintained in safe driving conditions, and all Bell team members consistently follow required safety protocols.
  • Maintain Lobby cleanliness and furniture placement as outlined in the Lobby “Look Book”.

Qualifications:

Education: college degree preferred

Experience: Minimum of two years of resort Rooms Division or Guest Service Management required.

Certificates or Licenses: Valid and current driver’s license with a clean driving record. License checks will be conducted periodically.

Knowledge, Skills, and Abilities:

  • Ability to operate a bell cart
  • Ability to train and supervise with strong leadership skills
  • Ability to make quick and efficient decisions to benefit the team and guests.
  • Considerable knowledge of the city and surrounding areas.
  • Ability to understand and uphold Marc & Rose 4 Pillars and AAA Diamond Standards.

Personal Characteristics:

  • Behaves ethically
  • Communicates effectively, conveying information clearly and professionally through speaking, listening, reading and writing in English.
  • Professional Appearance: Exhibits an appearance appropriate for a four-diamond resort (Specific grooming standards are available for review)

The Arizona Grand Resort & Spa’s leaders and associates believe each guest should be treated with respect and professionalism. We create a genuine experience, enticing our guests to return again and again. In order to be successful at The Arizona Grand Resort & Spa, associates must share both our Purpose (Making Space for Genuine Hospitality) and Pillars (Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, and Conscientious). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our fun, friendly and enthusiastic associates treat every guest as if they were our only guest. A true customer focus is essential to success with our property.

Publié Le 14 Mai 2026

À propos de Arizona Grand Resort & Spa

About Arizona Grand Resort & Spa

Arizona Grand Resort & Spa puts you in the midst of one of Phoenix, Arizona’s most naturally beautiful places. The region’s only AAA Four-Diamond, all-suite hotel is ideally situated on the doorstep of 17,000 acres of South Mountain Preserve, the largest municipal park in the world and the most visited hiking destination in the state. Arizona Grand Resort & Spa serves up stunning perspectives and unique Southwestern touches that make your visit to Phoenix feel naturally grand.

Whether attending an event, making a quick getaway, or taking the annual family vacation, you’ll be warmly welcomed and well cared for at our luxury hotel in Phoenix, Arizona.

About the Company

Family-owned and family-built, Marc & Rose is an eclectic collection of iconic resorts and hidden gems — each a tribute to place-based sensuality and playful improvisation. Born of an irreverent spirit and a passion for hard work, our collection makes its home across the American West. It embodies the sounds, smells, and colors of iconic landscapes – and it doesn’t come to life without the human heart.

Our passionate team breathes new life into familiar places, imagines original spaces into being, and practices the art of welcome. We consider hospitality an essential part of being human. But it is also a calling — a creative and professional pursuit that requires curiosity, care, and grit. Because the heartbeat of genuine hospitality is always, first and foremost, you.

Arizona Grand Resort & Spa provides equal employment opportunities (EEO) to all associates and applicants for employment without regard to ethnicity, religion, gender, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, Arizona Grand Resort & Spa complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

M/F/D/V

À propos de Marc & Rose Hospitality

Practicing Genuine Hospitality Since 1962

Marc & Rose is a company of professionals passionate about opening doors for travelers; about cheering, 'the more the merrier!' as a party of two becomes twenty; about food first and questions later; about sharing stories around a fire and making friends among strangers. We are owner-operators, which enables us to practice high-touch, genuine hospitality within intentionally crafted and sophisticated spaces. By deploying well-earned generational knowledge, we create places that settle the soul and stoke the spirit. Our hospitality emerges at the intersection of empathy, aesthetics, and atmosphere. It is an instrument of connection and care; a practice.

We are committed to fundamentals and to the evolving rhythm of a genuinely warm welcome. That is why we never stop studying people and places, integrating and honing our skills, training our minds and bodies, and reimagining what’s possible. We keep channels open and hearts attuned. It is because of our decades-long devotion to excellence that we are able to practice skillful improvisation and appropriate restraint. With a passion for hard work and genuine hospitality, we leverage our knowledge and lifelong curiosity to build worlds — containers and catalysts for spontaneous joy.

We know that each of us is the host one day; the next, the traveler. Both roles require a willingness to say, “yes” to life and to each other; to step perceptively into the now. At Marc + Rose, what emerges is as magical as it is earnest: a tradition of warm and sophisticated hospitality. We live to welcome.

Why people like to work here

Marc & Rose is an eclectic collection of iconic resorts and hidden gems — each a tribute to place-based discovery, sensuality, and improvisation. Born of an irreverent spirit and a passion for hard work, the collection makes its home across the American West. It embodies the sounds, smells, and colors of iconic landscapes. This passionate, multigenerational collective breathes new life into familiar places, imagines original spaces into being, and practices the art of welcoming one-time strangers into belonging — whether for the length of a single stay, or over a lifetime of return visits. To this team, hospitality is an essential part of being human and also a calling — a creative pursuit that requires curiosity, care, and grit.

Autres offres d'emploi