Job description

The Guest Services Manager will work at the front desk greeting, assisting, and providing direction and information to clients, visitors, and other guests of the organization. The Manager will provide strong leadership to the Guest Services Team and lead initiatives that improve the customer service, sales, and professionalism of the front desk team. The Manager, alongside the Director, will lead in training staff, sales, and scheduling.

Duties/Responsibilities:

• Greets clients, visitors, and guests; determines the purpose of each person’s visit and directs or escorts guests to the appropriate location. Perform and assist staff with guest admission, sales, programming, and retail.
• Answers, screens, and directs phone calls; takes messages and schedules appointments.
• Handles customer price discrepancies and escalations as they arise.
• Act as subject matter expert of emergency protocols.
• Manage daily bank/change. Ensures accurate transactions by balancing cash register at the beginning and end of shift and sales at the end of shift.
• In partnership with Guest Services Director, develops and implements ongoing staff training, including customer service development.
• Inventory ordering and stocking of retail items and admission tickets
• Receives mail, documents, packages, and courier deliveries and delivers or distributes items.
• Operate the cashier stations, computers, and phone systems.
• Performs basic filing and recordkeeping.
• As needed, assist Market team with customer orders.
• Successful completion of on-the-job training.
• Assist Guest Services Director with other initiatives as assigned.
• Hours can vary but will include afternoons, evenings, and weekends.

Required Skills/Abilities:

• 3–5-year customer service experience
• 1-3 years of leadership experience hiring, managing, and evaluating employees
• Bachelor’s Degree preferred.
• Excellent interpersonal and customer service skills.
• Excellent verbal communication skills.
• Basic understanding of administrative and clerical procedures and systems.
• Ability to operate available equipment, such as cash registers, calculators, scanners, EMV Terminals, and computer systems.
• Proficient with Microsoft Office Suite or related software.

Physical Requirements:

• Prolonged periods standing and working on cash register or related equipment.
• Must be able to lift up to 15 pounds at times.
• Ability to perform repetitive movements over long periods of time.

What We Offer:

• OTHS memberships for you and your family
• PTO – 10 days first two years + sick time accrual
• Small group Health/Dental for self with 80% of premium paid.
• SIMPLE retirement plan match is 3% of salary contributed.
• HSA available
• Full-time: $23 – $27 per hour, based on experience

Job Type: Full-time

Pay: $23.00 - $27.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Schedule:

• Evening shift
• Holidays
• Night shift
• Weekend availability

Ability to commute/relocate:

• Steamboat Springs, CO 80487: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you available to work weekend shifts?

Experience:

• Leadership: 1 year (Preferred)
• Customer service: 2 years (Preferred)

Work Location: In person

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