Urban Cowboy Denver Guest Services Manager Denver, CO · Full time Company website

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Job Summary:

Step into a leadership role where you can truly make your mark! As the Guest Services Manager at Urban Cowboy Denver, you’ll have the chance to shape the guest experience and take ownership of a key role in our independent, one-of-a-kind hotel. We’re looking for someone with a passion for hospitality, a knack for organization, and the drive to lead a team in creating unforgettable guest stays.

At Urban Cowboy, we believe in empowering our team to grow and succeed. You’ll have the support to develop your skills, make decisions, and truly own this role. If you’re ready to bring your vision, enthusiasm, and leadership to a dynamic and creative environment, this is the opportunity for you!

Primary Responsibilities:

Guest Experience:

• Lead the Guest Services team to deliver exceptional hospitality and elevate the guest experience.
• Monitor and uphold guest service standards, addressing guest feedback and resolving issues promptly.
• Ensure seamless check-ins, check-outs, and overall guest satisfaction throughout their stay.

Team Leadership and Scheduling:

• Manage the Guest Services team, including training, scheduling, and shift coverage.
• Support team members by providing coaching, mentorship, and development opportunities.
• Celebrate team achievements and foster a collaborative and motivated work environment.

Daily Operations:

• Oversee the smooth functioning of the front desk and guest services, ensuring that all daily checklists are completed.
• Act as the point of contact for guest inquiries, special requests, and reservation management.
• Assist in maintaining property cleanliness and ensuring that all areas meet brand standards.

Administrative Management:

• Create and manage staff schedules, ensuring adequate coverage for all shifts.
• Maintain accurate records, including guest bookings, incident reports, and operational logs.
• Work closely with the General Manager to implement standard operating procedures (SOPs).
• Manage and champion the systems in place.

Collaboration and Problem-Solving:

• Partner with the General Manager and other department heads to support hotel operations and guest services.
• Troubleshoot and resolve operational issues as they arise, ensuring minimal impact on guest experiences.
• Contribute to strategic initiatives to enhance guest services and operational efficiency.

Qualifications:

• Minimum 3 years in hospitality and 1 year in management or supervisory roles. 
• Proven experience in hospitality, preferably in a boutique hotel setting.
• Strong leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Proficiency in systems management and administrative skills.
• Ability to develop and implement effective SOPs.
• Strong problem-solving skills and a hands-on approach to management.
• Commitment to providing exceptional guest service and maintaining high standards.
• Flexibility to work varied hours, including evenings, weekends and holidays.
• Experience with MEWS, Akia, Tripleseat, OTA management, POS 

TIME COMMITMENT:

• Minimum 50 hours per week.
• Minimum 30 hours weekly dedicated to in-service management at the hotel.

ESSENTIAL FUNCTIONS

• Carry out all tasks with meticulous attention to detail, cleanliness, and safety.
• Maintain an enjoyable and clean environment for both guests and the team.
• Efficiently manage multiple tasks, such as conversing with guests while performing other duties.
• Work Efficiently and maintain open lines of communication with staff, guests and ownership.
• Engage with all guests, staff and ownership in a timely and professional manner.
• Uphold and enforce all necessary legal statutes and company policies at all times.
• Fill in for absent staff as needed and assist with special events.
• Adhere to grooming and appearance standards consistently.
• Honor your schedule, show up on time for shifts and meetings.
• Follow written and verbal communication in English and effectively use nonverbal communication in a fast-paced environment.
• Work independently and efficiently with a keen attention to detail.
• Provide clear and accurate reporting to the ownership.
• Stay compliant with all regulations and maintain a safe working environment for the staff.

PHYSICAL DEMANDS

• Ability to handle physical workload, including bending, stooping, and lifting.
• Ability to lift up to 50 lbs, maneuver in narrow hallways, up and down small stairways throughout the properties. 

DISCLAIMER

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, expectations and activities may change or new ones may be assigned at any time with or without notice.