Europa Village is a one-of-a-kind Wine Country destination offering an Old World European experience where service is gracious and unlimited. Everything viewed, touched and crafted will reflect an unsurpassed level of authenticity that speaks to our theme. We offer amazing wines in our Tasting Room, a delicious menu at Bolero Restaurante, and a total of 20 beautiful rooms to enjoy a getaway.

We are looking to fill the position of Guest Services Manager. The ideal candidate will have a passion for service with an out-going, self-motivated and energetic personality. Strong customer service is a must. A minimum of 3 years hotel management is required.

Guest Service Manager Reports to:

General Manager

Responsibilities Specific to Guest Service Manager:

Possess and live Europa Village core values.

Oversees all facets of the guest experience at the Casitas and the INN, including public areas and housekeeping.

Hires, trains, develops and mentors hotel employees.

Ensures all guests are received and greeted properly.

Oversees check in and check out procedures, including reservations and financial transactions, to ensure the processes are flawless.

Supervises the work of all hotel Villagers and provides hands-on assistance when needed.

Supervises the housekeeping team to ensure rooms are ready for the arriving guests.

Oversees the process of handling guests’ complaints. Trains all guest service Villagers on effective ways to handle complaints, including listening and conflict-resolutions.

Knowledge of room availability at all times, for future and present dates.

Knowledge of room rates and stays abreast of competitors room rates.

Properly administer company policies and procedures for human resources management, payroll administration and fair treatment of employees.

Other duties as assigned.

Expectations of Guest Services Manager:

Create and foster an environment of “teamwork” by helping fellow employees or guests without a second thought.

Be able to communicate Europa Village’s story.

Ability to treat all associates and guests in a respectful manner.

Arrive at work prepared with excellent personal presentation standards and clean, pressed uniform and appropriate slacks, stockings and shoes.

Ability to work a flexible schedule to include weekends, holidays, and nights to operate the business at the highest levels of guest service.

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.

Must be available to work nights, weekends and holidays.

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