Guest Services Manager - Arizona Biltmore

The Guest Services Manager is responsible for the overall supervision, leadership, and direction of the Guest Services Department which includes valet services, luggage service, transportation services between the Arizona Biltmore & the Wrigley Mansion, etc. This position ensures the delivery of exceptional luxury service standards while maintaining operational excellence, employee engagement, and seamless guest experiences throughout the resort.

Responsibilities

Maintain a thorough understanding of all group resumes, event schedules, and group rooming lists; Oversee parking operations for group and special events, including traffic flow management, signage placement, garage logistics, and guest arrival/departure coordination; Conduct daily pre-shift meetings with Guest Services team members and participate in established AM and PM leadership stand-up meetings; Audit staffing schedules and ensure appropriate coverage for Bell Services, Valet Operations for both AZB and the Wrigley Mansion, and Shuttle Drivers based on business demands; Create and manage luggage delivery schedules, ensuring all group arrivals and departures are executed accurately, efficiently, and according to established service standards; Ensure effective guest flow management from the porte-cochère through the lobby and guest service areas; Coordinate with shuttle operators and third-party transportation providers to ensure guests and luggage are transported efficiently and arrive at designated resort locations in a timely manner; Monitor daily Guest Services operations and support team members in executing luxury service standards and standard operating procedures, while maintaining financial accountability through effective labor management, expense control, productivity optimization, and adherence to departmental budget goals; Coach, mentor, and train team members to deliver exceptional, timely, and professional guest service; Manage guest requests and concerns, ensuring prompt resolution, proper follow-up, and complete guest satisfaction; Build collaborative relationships with all resort departments; Ensure payroll, accounting, scheduling, inventory control, and employee relations matters are managed in compliance with company policies, procedures, and applicable regulations

Requirements

Minimum of two (2) years of hospitality leadership experience required; Valid driver's license with an acceptable driving record required; Evidence of insurability required

Nice to have

High School Diploma or Equivalent preferred; Experience in Front Office, Guest Services, Valet, or other front-of-house hotel operations preferred; Luxury hotel or resort experience preferred; CPR and/or First Aid certification preferred

Benefits

Go Hilton travel benefits; Pyramid travel benefits