Guest Service Manager

BASIC FUNCTION: The Guest Services Manager oversees daily operations of the Front Desk and Bell Staff and ensures that all service standards are being maintained at the highest level. There is a high level of visibility in the Front Office initiating direct contact with guests. The Guest Services Manager also monitors service levels throughout the Resort. Responds to and coordinates activities in all emergency situations.

QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE

To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

 Must have High School Diploma or High School Equivalency Diploma (HSED).

 Must have a minimum of two (2) years hotel experience in at least one of the following areas: Front Office, Restaurant Operations or Security Department.

 Must be able to resolve any guest, staff or property issues in a professional and timely manner.

 Must have previous supervisory experience.

 Must possess excellent verbal and written communications skills.

 Must possess basic computer skills.

 Must be able to communicate with guests and employees effectively.

 Must be able to work nights, weekends and holidays as required.

 Employment is contingent upon a favorable outcome of a background investigation and drug screening.

 Must have the ability to effectively interact with customers and employees.

 Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.

 Must be able to obtain and maintain a valid gaming license.

 Must be a minimum of 21 years of age.

ESSENTIAL FUNCTIONS:

1. Acts as Manager on Duty when required.

2. Ensures levels of service are exceeding standards.

3. Responds to guest needs and/or concerns.

4. Coordinates and resolves emergency situations.

5. Provides written documentation of activities for the Front Office Manager.

6. Attends all required meetings.

7. Identifies and makes recommendations for minimizing physical hazards and unsafe work practices.

8. Evaluates guest and employee requests for additional security efforts.

9. Conducts investigations of employee and guest complaints, referring all findings to the Front Office Manager and Director of Security.

10. Ensures that the appropriate actions are taken regarding any safety and/or security issues.

11. Maintains positive relations with local law enforcement and related agencies.

12. Maintains information about local criminal activity as it may impact the resort.

13. Communicates effectively (orally & written) with upper management.

14. Analyzes and makes recommendations to management, expressing loss potential in operationally understandable terms, identifying causes and suggesting solutions in a supportive manner.

15. Cross trains and assists in the following areas: Front Desk, Bell Stand, Transportation, Conference Services, and Food & Beverage.

16. Performs other duties as reasonably requested by Management.