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Guest Services Manager

posted February 27, 2018

Graton Resort & Casino
Rohnert Park, CA
"Opportunity is the key word that I like to use when describing the environment to people that ask. The culture is fast paced, growing and most importantly, enjoyable. The company offers great benefits with minimal cost to the team members." - TR (with the company from 2013)
668837 l

About This Job

Position Summary

Perform responsibilities in accordance with all Company standards, policies, and procedures.


Essential Functions

  1. Responsible for practicing, supporting, and promoting Graton Resort & Casino's Company-wide culture and demonstrating Graton Resort & Casino's "Great" Service Standards at all times.
  2. Ability to work long hours and a variety of day/night and weekend shifts.
  3. Ensure all maintenance of Guest Services vehicles.
  4. Manage revenue in accordance with budgets.
  5. Manager labor and operating budgets for all departments reporting to position.
  6. Prepare a yearly budget for department in accordance with Graton Resort & Casino's guidelines.
  7. Ensure the operation of the Bell Desk, Valet, and Transportation department in an attentive efficient, and courteous manner, providing all Guests with quality service prior to and throughout their stay.
  8. Project a professional image of the Company at all times.
  9. Ability to prioritize workload.
  10. Forecast financial outcome of department in accordance with Graton Resort & Casino's guidelines.
  11. Maintain departmental staffing levels in accordance with Graton Resort & Casino's guidelines.
  12. Provide luggage pick-up and delivery.
  13. Provide Guest Service support for special events.
  14. Perform other job related duties as assigned.


Minimum Qualifications

  1. Ability to communicate effectively with Guests, Team Members, Management in both written and verbal form.
  2. Must have strong leadership skills.
  3. Three (3) years Guest Services management experience preferred.
  4. Must have a current driver's license and a clean driving record.
  5. Must have technical skills, including knowledge of Internet, Excel and Word.
  6. Must have an aptitude for Guest Service, and the ability to work with constant schedule changes.
  7. Ability to train, motivate, reward, and discipline Team Members.
  8. Ability to work independently, demonstrating initiative, and independent judgement.
  9. Knowledge of Rohnert Park, Sonoma County and surrounding areas.
  10. Ability to plan, coordinate, and direct all aspects of Guest Services.
  11. Ability to work cooperatively and effectively in a team environment.
  12. High School Diploma or equivalent.


Physical Requirements

  1. Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.
  2. Ability to climb, bend, reach, walk, and stand for the duration of the shift.
  3. Manual dexterity to operate job related equipment.
  4. Ability to work long hours inside and outside on your feet.

About This Employer

Graton Resort & Casino

630 Park Court

Rohnert Park, CA 94928

Telephone (707) 588-7024

200 Room Casino

Our Hotel

Destination: All In! Our newly expanded resort includes 200 hotel rooms and suites, a luxurious spa, outdoor pool area and 20,000 square feet of event and convention space. We're currently taking reservations for our Premium King and Double rooms!

Graton Resort & Casino offers the perfect meeting, event and banquet space to suit your needs. Whether planning a 10-person board meeting or a 600-person special occasion or conference, we’re committed to providing you with the service and meeting space you envision.