Guest Service Manager

POSITION TITLE: Guest Service Manager

REPORTS TO: Assistant General Manager / General Manager

ABOUT EXPEDITION LODGE ESTES PARK

The Expedition Lodge Estes Park, managed by Vista Host Management & Development 

Company, is nestled in the breathtaking beauty of Estes Park, Colorado, and serves as a 

gateway to the majestic Rocky Mountain National Park. Our cozy 50+ room property offers 

guests a perfect blend of rustic charm and modern comforts, with easy access to outdoor 

activities like hiking, wildlife viewing, and scenic drives. With its welcoming atmosphere 

and convenient location near the charming downtown Estes Park, Expedition Lodge is a 

top-rated choice for nature lovers and adventure seekers alike, providing a memorable and 

relaxing stay in the heart of the Rockies.

POSITION SUMMARY

The Guest Service Manager is a dynamic, multi-dimensional role responsible for 

coordinating front desk activities, managing reservations, and ensuring the complete 

satisfaction of all guests. This role involves handling communications across departments, 

managing guest requests, and supporting front-of-house operations.

WHO IS THIS POSITION FOR?

The Guest Service Manager role is ideal for someone who:

• Thrives in a fast-paced environment, handling multiple tasks simultaneously.

• Is passionate about guest service and can lead by example, maintaining a positive 

and welcoming atmosphere.

• Has strong communication and leadership skills, with the ability to train, supervise, 

and support front desk staff.

• Enjoys problem-solving and is capable of managing guest inquiries and escalations 

efficiently.

WHY WORK FOR US?

• Competitive salary with opportunities for performance-based bonuses.

• Vacation / Sick / Bereavement / Holiday Pay.

• Health/Vision/Dental Insurance.

• Life / STD Insurance.

• 401k Program.

• Employee Discounts (Brand Hotels & Company Hotels).

• Free, Third-Party Employee Assistance Program (personal and professional).

• Growth opportunities within Vista Host’s portfolio of properties.

DUTIES AND RESPONSIBILITIES

• Ensure the front desk is tidy and fully stocked with necessary materials (e.g., key 

cards, guest packets, etc.).

• Train, supervise, and support front desk staff, ensuring that all front-of-house 

positions are covered throughout shifts.

• Recruit and train new employees to maintain a high level of guest service.

• Create, organize, and manage schedules for all front office employees.

• Assign tasks and monitor front desk performance to ensure timely, accurate 

customer service.

• Handle guest complaints and specific requests, providing prompt and effective 

resolutions.

• Troubleshoot emergencies and unexpected situations as they arise.

• Monitor office supplies and place orders as needed to maintain adequate stock 

levels.

• Review and respond to in-house and third-party guest reviews, ensuring feedback is 

addressed constructively.

• Perform other duties as assigned by management.

POSITION REQUIREMENTS

• Must be able to communicate effectively in English, both written and verbally.

• Must be able to stand for long periods.

• Must be able to lift up to 20 lbs.

• Previous front desk or guest service experience is preferred, but not required.

Please visit our careers page to see more job opportunities.