Guest Services Manager - Westin Riverfront Resort & Spa

Are you a natural leader with a passion for creating seamless guest experiences? Join our team at The Westin Riverfront Resort & Spa as a Guest Services Manager, where you'll oversee all aspects of guest service-from front desk and night audit to valet, shuttle, security, and ski valet-ensuring every touchpoint reflects our resort’s high standards. Working closely with fellow GSMs, the Director of Guest Experience, and the Resort Manager, you'll play a vital role in department operations, guest relations, and service recovery. This is your opportunity to lead with purpose, act as a key liaison for our guests, and elevate the entire arrival-to-departure experience!

Duties Include:

• Lead, train, and support the guest services team across all areas including front desk, valet, shuttle, and Service Express; foster accountability and team engagement through regular coaching, meetings, and performance recognition.

• Oversee daily operations to ensure smooth guest movement from reservation through checkout, including billing resolution and VIP services, while delivering exceptional service at every touchpoint.

• Manage scheduling, payroll, and staffing in alignment with labor budgets and business levels to maintain service excellence and operational efficiency.

• Monitor guest feedback and service audits to drive continuous improvement, handle service recovery with professionalism, and respond to guest comments post-departure.

• Collaborate closely with other departments-especially housekeeping and reservations-to ensure seamless communication, accurate room status, and fulfillment of Marriott Bonvoy benefits and special requests.

Perks: Free onsite parking, Marriott room discounts

Location: The Westin Riverfront Resort & Spa - Avon, CO

Employment Type: Full Time, Year Round

Start Date: ASAP

Pay Range: $65,000 - $70,000 DOE

Schedule: Varies, work hours are between 7am - 11pm

Posting Closes: 7/20/2025 or when filled

Our ideal Guest Services Manager brings at least two years of related experience, including one year in a leadership role within a full-service or luxury environment. They are a confident, service-driven professional with proven success in guest interaction, problem resolution, and team development. Familiarity with Marriott and Westin brand standards is highly valued, along with strong working knowledge of Opera PMS, GXP, and GSS platforms. This candidate excels in communication, financial acumen, and operational efficiency, and leads with emotional intelligence, strategic thinking, and a commitment to delivering exceptional guest experiences. A valid driver’s license is required; Spanish fluency is a plus.

Benefits:

In addition to onsite parking, our benefits package is designed to enhance your overall experience and well-being. Enjoy Marriott Hotel Discounts Worldwide, a Winter Incentive Program for full-time employees, and generous Paid Time Off year-round. Choose from three Health Insurance plans, along with Dental, Vision, & Accident Insurance, and Life Insurance, all available for full-time staff. We offer a 401(K) Plan with a discretionary employer match, along with affordable $8 Employee Lunches. Our commitment to your growth includes Career Development Trainings and Discounted Gym Memberships at The Athletic Club Westin. You’ll also benefit from Discounts at Eye Pieces, Corporate Discounts through Perk Spot, a Sabbatical Program, and a $500 Referral Program. Join us and experience a comprehensive benefits package that supports your professional growth and personal well-being!

Why East West:

At East West Hospitality our Vision is to be the most trusted hospitality services company and employer of choice, built on genuine and enduring relationships. We believe in doing the right thing for each other, our community, our environment, and those we serve. We strive to cultivate and sustain an inclusive and welcoming environment in which everyone thrives and feels like they belong.

We hope you’ll consider joining us! Visit our website to learn more about East West at jobs.eastwest.com/culture.