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Director of Guest Services

Posted September 5, 2022

Highline Vail - a DoubleTree by Hilton
Vail, CO
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About This Job

56K - 60K Annual Salary

Why Join Us?

Exceptional benefit plan for eligible associates & their family members

RSP/401K matching program for eligible associates

Career and growth opportunities 

Surrounded by beautiful Colorado scenery and located only minutes away from Vail Mountain, the Highline Vail, a DoubleTree by Hilton, offers a unique and relaxing experience to our guests during their stay and an amazing environment for our associates to work in. We are currently looking for an outgoing, energetic, and customer service oriented individual to fill the position of Front Office Manager on a Full-Time basis.

Our managers are eligible for benefits such as Short-Term & Long-Term Disability, Vacation Pay, 401(k), Medical Benefits & Hotel Room Discounts.

What will I be doing? 

  • Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
  • Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
  • Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers, to include maintaining Brand GSS scores within Scope, successful BSA Scores within scope, Brand Membership Enrollment Goals, stay within budget on expenses and payroll goals.
  • Supervise the Guest Service Agents, Night Audit, PBX Operators, Concierge, Bell-staff and shuttle drivers.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
  • Assist in master schedule for property, ensuring all proper coverage is accounted for.
  • Manage access of property and applications based on job position.
  • Assisting in day-to-day operations including but not limited to, balancing inventory, ensuring proper payment is collected, responding to reviews, ordering supplies as needed, responding to credit card and account disputes, monitoring overbooking systems to ensure proper sell out, shipping and receiving, shuttle maintenance, balancing house accounts regularly, staying up to date with all Hilton and Crescent Brand Standards, etc...
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job-related duties as assigned.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Highline Vail - a DoubleTree by Hilton

2211 North Frontage Road
Vail, CO 81657

(970) 476-2739

116 Room Hotel

A ski retreat with mountain views

Our hotel is minutes from Vail Mountain, surrounded by Colorado scenery. We offer ski and bike rentals, with a shuttle service to three lift access points in Vail Village — the closest is only a mile away. Unwind after a day on the slopes with a massage, and warm up by the fireplace on the patio. Every stay starts with a warm chocolate chip cookie.