Job Description
Join Colorado Springs' premier luxury destination as our Guest Services Manager! The Broadmoor Hotel is seeking a dynamic hospitality leader to orchestrate exceptional guest experiences at our AAA Five Diamond, Forbes Five-Star property. Manage front desk operations, train staff on premium service standards, and resolve complex guest inquiries with elegance. Elevate our legendary hospitality legacy while overlooking the stunning Rocky Mountains.
Responsibilities
- Lead front desk operations team of 10+ associates with daily scheduling and performance coaching
- Develop personalized guest experiences for VIP clients and corporate accounts
- Implement advanced reservation systems and optimize room inventory management
- Resolve escalated guest concerns with empathy and solution-oriented approaches
- Collaborate with housekeeping, concierge, and F&B departments for seamless service delivery
- Train staff on luxury service standards and emergency protocols
- Analyze guest feedback metrics to continuously refine service excellence
Qualifications
- 5+ years in luxury hospitality management with 2+ years in front desk leadership
- Proven expertise in Opera or similar property management systems
- Exceptional conflict resolution and emotional intelligence skills
- Strong knowledge of Colorado Springs attractions and regional tourism
- AAA Five Diamond/Forbes Five-Star hotel experience preferred
- Valid Colorado hospitality certification and ServSafe certification
- Ability to work flexible shifts including nights, weekends, and holidays
- Advanced proficiency in Microsoft Office and CRM platforms