Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
performance bonuses
Job Description
The Arizona Grand Resort & Spa is a premier four-diamond resort destination known for its exceptional hospitality and luxurious guest experiences. Situated in a vibrant location, the resort offers a comprehensive range of amenities and services designed to create memorable vacations and business stays alike. As part of Marc & Rose Hospitality, a well-respected operator recognized for its commitment to service excellence and operational standards, the resort embodies a culture of genuine care and professionalism. The resort is dedicated to maintaining high service standards through its pillars—Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, and Conscientious—which guide both leaders and associates to deliver consistent, heartfelt hospitality at every touchpoint.
The Guest Service Manager (GSM) position at The Arizona Grand Resort & Spa is a vital leadership role focused on enhancing the front-of-house guest experience by overseeing bell, door, and lobby services. The GSM ensures that all guest arrivals and departures are seamless, setting the tone for the guest's stay with exceptional service delivery. This role not only manages operational excellence but also drives service standards to encompass safety, efficiency, and a genuine guest-centric approach. The GSM supervises on-property transportation services, overseeing safe and efficient vehicle and guest mobility throughout the resort property, which is crucial for creating a luxurious and worry-free guest experience.
As a highly visible leader, the Guest Service Manager models exemplary hospitality behaviors and is responsible for mentoring and developing front-of-house teams including Bellmen, Doormen, and Bell Captains. This role requires strong leadership abilities to conduct hiring, performance evaluations, ongoing training, and goal-oriented coaching. The GSM actively participates in managing daily operations such as scheduling and coordination between various departments including Destination Services and Conference Services to handle group arrivals and departures effectively.
Additionally, the GSM serves as Manager-on-Duty when required, handling guest complaints with professionalism and ensuring that any issue is resolved promptly to maintain guest satisfaction. The position demands a hands-on approach to overseeing valet operations, room delivery services, and lobby management, including maintaining safety standards and cleanliness as dictated by the resort's 'Look Book.' Administrative responsibilities like inventory management, gratuity calculations, and operational reporting also fall under the GSM’s remit.
The Arizona Grand Resort & Spa seeks candidates who demonstrate ethical behavior, professional communication skills, and a polished appearance befitting a four-diamond resort. A college degree is preferred, alongside a minimum of two years of experience in resort Rooms Division or Guest Service Management, and a valid driver’s license with a clean driving record. Essential skills include knowledge of local geography, the ability to make swift decisions benefiting guests and the team, and the capacity to uphold the resort’s service standards effectively.
Overall, the Guest Service Manager plays a critical role in creating differentiated and memorable resort experiences that not only delight guests but also support the property’s room revenue and occupancy goals. This leadership role is suited for dedicated professionals passionate about delivering standout service in a dynamic luxury resort environment where authentic hospitality thrives.
The Guest Service Manager (GSM) position at The Arizona Grand Resort & Spa is a vital leadership role focused on enhancing the front-of-house guest experience by overseeing bell, door, and lobby services. The GSM ensures that all guest arrivals and departures are seamless, setting the tone for the guest's stay with exceptional service delivery. This role not only manages operational excellence but also drives service standards to encompass safety, efficiency, and a genuine guest-centric approach. The GSM supervises on-property transportation services, overseeing safe and efficient vehicle and guest mobility throughout the resort property, which is crucial for creating a luxurious and worry-free guest experience.
As a highly visible leader, the Guest Service Manager models exemplary hospitality behaviors and is responsible for mentoring and developing front-of-house teams including Bellmen, Doormen, and Bell Captains. This role requires strong leadership abilities to conduct hiring, performance evaluations, ongoing training, and goal-oriented coaching. The GSM actively participates in managing daily operations such as scheduling and coordination between various departments including Destination Services and Conference Services to handle group arrivals and departures effectively.
Additionally, the GSM serves as Manager-on-Duty when required, handling guest complaints with professionalism and ensuring that any issue is resolved promptly to maintain guest satisfaction. The position demands a hands-on approach to overseeing valet operations, room delivery services, and lobby management, including maintaining safety standards and cleanliness as dictated by the resort's 'Look Book.' Administrative responsibilities like inventory management, gratuity calculations, and operational reporting also fall under the GSM’s remit.
The Arizona Grand Resort & Spa seeks candidates who demonstrate ethical behavior, professional communication skills, and a polished appearance befitting a four-diamond resort. A college degree is preferred, alongside a minimum of two years of experience in resort Rooms Division or Guest Service Management, and a valid driver’s license with a clean driving record. Essential skills include knowledge of local geography, the ability to make swift decisions benefiting guests and the team, and the capacity to uphold the resort’s service standards effectively.
Overall, the Guest Service Manager plays a critical role in creating differentiated and memorable resort experiences that not only delight guests but also support the property’s room revenue and occupancy goals. This leadership role is suited for dedicated professionals passionate about delivering standout service in a dynamic luxury resort environment where authentic hospitality thrives.
Job Requirements
- College degree preferred
- minimum of two years of resort Rooms Division or Guest Service Management experience
- valid and current driver’s license with clean driving record
- ability to operate a bell cart
- strong leadership and supervisory skills
- excellent decision-making skills
- knowledge of the city and surrounding areas
- ability to understand and uphold Marc & Rose 4 Pillars and AAA Diamond Standards
- ethical behavior
- effective communication skills in English
- professional appearance appropriate for a four-diamond resort
Job Qualifications
- College degree preferred
- minimum of two years of resort Rooms Division or Guest Service Management experience
- valid and current driver’s license with clean driving record
- ability to operate a bell cart
- strong leadership and supervisory skills
- excellent decision-making skills
- considerable knowledge of the city and surrounding areas
- ability to understand and uphold Marc & Rose 4 Pillars and AAA Diamond Standards
- ethical behavior
- effective communication skills in English
- professional appearance appropriate for a four-diamond resort
Job Duties
- 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
- oversee and manage Bell schedule along with Captains
- perform Manager-On-Duty shifts and all associated functions including 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 policies and procedures
- manage all room delivery operations including room service, group deliveries, and additional guest deliveries ensuring timely execution, coordination, and billing
- perform administrative functions such as inventory, van switches, email, memos, gratuity calculations, and paperwork
- conduct annual performance reviews for Bellmen, Captains, and Doormen and track training and certifications
- monitor guest surveys for Bell Desk comments to improve service levels
- perform Doorperson and Bellperson tasks as needed
- assist Front Desk management with resort reservations and department billing
- execute Bell Desk VIP arrival and departure standards
- maintain compliance with Bell Desk safety standards
- maintain lobby cleanliness and furniture placement as per the Lobby Look Book
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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