Job Description
Join our award-winning luxury team at The Broadmoor Hotel, Colorado Springs' premier destination since 1918. We seek an exceptional Guest Services Manager to deliver world-class hospitality experiences in our AAA Five-Diamond resort. Lead our front desk operations, mentor staff, and create unforgettable moments for discerning guests against the backdrop of Pikes Peak.
As a cornerstone of our guest experience team, you'll drive service excellence while managing daily operations, resolving complex guest inquiries, and collaborating with department heads. This full-time role includes competitive benefits, career development opportunities, and the chance to work in one of America's most breathtaking mountain settings.
Responsibilities
- Oversee all front desk operations including check-in/check-out procedures and guest account management
- Train and mentor front desk agents on service standards, property knowledge, and conflict resolution
- Resolve escalated guest complaints with professionalism and discretion to ensure satisfaction
- Collaborate with housekeeping, concierge, and F&B teams for seamless guest experiences
- Monitor occupancy reports and adjust staffing based on demand forecasts
- Implement service recovery protocols and maintain detailed guest preference databases
- Conduct daily pre-shift briefings to align team on operational priorities
- Assist with revenue management initiatives through upselling strategies and room optimization
Qualifications
- 5+ years in luxury/hotel front desk management with proven leadership experience
- Expert knowledge of Opera PMS or comparable property management systems
- Exceptional communication skills with fluency in English; multilingual preferred
- Proven ability to resolve high-pressure guest situations with grace
- Strong organizational skills with attention to detail in financial reporting
- Valid Colorado hospitality certification or willingness to obtain
- Availability to work flexible shifts including nights, weekends, and holidays
- Experience training staff on service standards and operational procedures