Guest Service Manager

Phoenix, AZ, USA|Onsite

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... Show More

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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