Hotel & Guest Services Manager

Benefits

• 401(k)
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Company parties

Reports to

- General Manager

Position Overview

The Guest Services & Hotel Manager is responsible for providing strategic leadership, operational oversight, and hands-on support for all hotel, guest services, and housekeeping functions across the property. This role is instrumental in delivering exceptional guest experiences while ensuring the efficient operation of lodging facilities in alignment with the company’s core values, service standards, and long-term business objectives.

Qualifications and Responsibilities

• Demonstrate and embody Europa Village's core values in all interactions and decision-making.
• Oversee the daily operations of the Bolero Casitas and the Inn, as well as the public Areas ensuring exceptional service standards are consistently maintained.
• Ensure all guests are welcomed, acknowledged, and assisted in a professional, warm, and hospitable manner.
• Support and oversee guest arrival and departure experiences, ensuring seamless check-in and check-out processes.
• Manage and assist with guest reservations made by telephone, online platforms, and in-person inquiries.
• Cook up and oversee group arrivals and departures, including luggage handling, room assignments, billing instructions, staffing needs, and overall guest experience.
• Assume overall responsibility for the financial performance of the lodging operation, driving occupancy, average daily rate (ADR), revenue growth, and profitability.
• Collaborate with Sales, Marketing, and Operations teams to optimize room inventory, increase demand, maximize guest spend, and achieve established financial objectives.
• Maintain clear communication with the Guest Services team regarding room inventory, availability, and special accommodations.
• Partner closely with Housekeeping and Public Area teams to ensure guest rooms and public spaces meet company standards and are prepared for arriving guests.
• Resolve guest concerns promptly, professionally, and effectively while maintaining a positive guest experience.
• Maintain awareness of current promotions, events, and offerings throughout the hotel, restaurants, retail outlets, and tasting rooms.
• Analyze operational needs and implement solutions that improve efficiency, service delivery, and guest satisfaction.

Performance Expectations

• Create and foster an environment of "teamwork" by helping fellow employees or guests without a second thought.
• Be comfortable working on feet for long periods of time.
• Be able to communicate Europa Village's story.
• Able to treat all associates and guests in a respectful manner.
• Arrive at work prepared with excellent personal presentation standards.
• Arrive on time and be respectful of attendance and punctuality.
• Adhere to Europa Village policies and procedures.
• Be hospitable, welcoming, and exhibit a positive attitude and willingness to assist where necessary.
• Has an eye for attention to detail.
• Must be available to work nights, weekends and holidays.

Compensation

$72,000.00 - $79,000.00 per year

Equal Opportunity Employer

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.