Guest Services Assistant Manager

Love What You Do, Everyday.

Picture this: Going to work and stepping into 1800 acres of natural beauty, amid the rolling hills and rugged high desert of Central Oregon. Each day, you're surrounded by panoramic views of the towering Cascade Peaks while being a part of a passionate, award-winning hospitality team. Working alongside other top-of-their-game individuals, you'll be dedicated to delivering, creating, and celebrating extraordinary guest experiences in an awe-inspiring setting.

The Perks

The views are pretty incredible. So are the people who work here. Our team truly is the heart and soul of Brasada Ranch, and they're the reason we are ranked as the #8 Best Resort in the United States by Conde Nast Traveler'. We know our people are instrumental to our success, so we offer competitive pay, great staff perks, and a culture that encourages fulfillment at work and in life. That's why Brasada Ranch is proud to offer our employees the following benefits:

● Medical, Dental and Vision company sponsored benefit package available to full-time employees

● 401k with company match

● Tuition reimbursement program

● Free golf privileges

● Seasonal Family Pass to the athletic center

● Employee discounts at all restaurants, spa services, and retail

● One complimentary trail ride with Brasada Trails

● Flex-Rewards Reimbursement Program valued up to $600 annually that increases every year on your Brasada anniversary.

Not to mention, a variety of company-wide celebrations, like our end-of-season bash, holiday party, and scramble golf tournament/BBQ. Plus, a few generous raffles thrown in for good measure.

Role Description

As a member of our Guest Services team, you are the most important ambassador of Brasada. You have the most contact with guests and therefore have the greatest opportunity to ensure that their vacation with us is flawless. You will be expected to have the ability to hit the ground running and quickly become an expert on Brasada and all of our offerings.

The purpose of this position, as a member of the Guest Services Leadership Team, is to provide supervisory services in support of the Guest Services Manager for all Guest Service departmental (including front desk, concierge and cabin host) duties and responsibilities. To provide service to guests and fellow team members in a manner that meets or exceeds resort standards and to comply with established company and departmental policies and procedures.

General Responsibilities

• Oversee the daily operations and checklist items of the Guest Service Department
• Work with the Guest Services Manager to implement, train, and audit all guest service employees on the front desk, concierge, and cabin host SOPs Ensure proper billing, inventory, and scheduled maintenance are completed to ensure proper revenue generation for the resort.
• Support Front Desk and Guest Service team with all guest recovery issues that may arise, ensure adequate recovery attempts have been made, and follow up with guests after to ensure complete satisfaction.
• Work with Guest Services Manager to generate equitable schedules that cover all basic and specific needs based on occupancy and group resumes
• Work with Guest Services Manager to submit invoices, monitor inventory par levels, and communicate/handle ordering as needed.
• Work with Guest Services Manager to ensure proper time clock usage, manage time sheets, and enter manual punches.
• Work with Guest Services Manager to implement new programs, including but not limited to: training, amenities, experiences, etc.
• Attend regular manager meetings in addition to or in place of the GSM
• Based on the above, create and delegate specific tasks to different team members (AM/Evening/Overnight) and build accountability for completion or hand-over to oncoming team
• Coach team members when service and/or performance gaps are identified and mediate minor team issues to resolve conflicts
• Work with Guest Services Manager to resolve major performance gaps or team issues
• Have an in-depth understanding of resort systems and take ownership of admin duties for user logins, charging functions, and system updates
• Monitor resort vehicle usage tracking cleanliness, service needs and mileage, reporting to the Director of Guest Services when attention is needed
• Review checklists and night audit work daily to ensure appropriate audit of prior day actions
• Have an in-depth understanding of resort systems and take ownership of admin duties for user logins, charging functions, and system updates
• Regularly act as the Manager on Duty for evening shifts both weekday and weekend
• Complete all responsibilities of all Guest Services Department roles.
• Perform additional responsibilities and duties as assigned.

Skills/Traits

• 2-3 years previous guest service supervisory experience in an upscale hotel/resort setting is preferred.
• Excellent written and oral communication skills required.
• Knowledge and enthusiasm for Central Oregon outdoor and other activities strongly desired.
• Positive interpersonal skills required.
• Excellent computer and typing skills are required. Excel and Word proficiency desired.
• Excellent listening and conflict resolution skills required.
• Must have a valid license with the authorization and ability to drive company vehicles.
• Must be able to remain standing for long periods of the day during weekly shifts.