The Opportunity
We are currently looking for a Tour Manager to join our team at The Stanley Hotel. Known for its old world charm, The Stanley Hotel boasts spectacular views in every direction and is less than six miles from Rocky Mountain National Park. Listed on the National Register of Historic Places and member of Historic Hotels of America, the 202-room Stanley Hotel continues its rich tradition of offering the finest service and amenities in beautiful Estes Park, CO.
Job Responsibilities
As the Tour Manager, you’ll be responsible for overseeing the daily operation of the Tour Department.
Key responsibilities include:
• Overseeing the day-to-day operations of the Tour Department to ensure guest and tour guide satisfaction
• Maintaining an up to date working knowledge and historical knowledge of The Stanley Hotel
• Ensuring guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
• Ensuring that all safety and security policies and procedures are followed
• Overseeing training for the tour guides
• Preparing and adjusting weekly work schedules in accordance with staffing guidelines and labor forecasts
• Authorizing requests for personal time off, holidays for team members, schedule changes, overtime, and expenditures
• Interviewing, hiring, coaching and developing team members
• Evaluating team performance and taking appropriate corrective action as needed to hold team members accountable
• Setting goals, providing ongoing feedback, and rewarding/recognizing team members
• Maintaining ticket inventories and controls for daily admission and special events
• Communicating pertinent information to team by conducting monthly department meetings and organizing and conducting pre-shift meetings on a consistent basis
• Evaluating work procedures, reviewing standards, identifying methods for increasing efficiency or effectiveness and responding proactively to any needs that have arisen
• Participating in the monthly forecast of revenues and expenses for the Attraction Department
Job Requirements
The ideal Tour Manager candidate will possess strong communication skills, demonstrate leadership abilities and have a passion for The Stanley Hotel and its history.
The minimum qualifications for this position are:
• 3 – 5 years of industry experience in a management role preferred
• Experience leading a year round, multi-shift team required
• Experience with scheduling multiple job classes and multiple shifts required
• Experience with computerized ticket sales
• Analytical skills with demonstrated ability to translate data to insight and then into action
• Aptitude to perform numerical analysis of data and formulate conclusions and solutions
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
• Must have excellent supervisory and interpersonal skills
• An operational knowledge of Microsoft Office suite
• Ability to work a varied schedule that includes evenings, nights, and weekends
