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Guest Services Manager

posted August 25, 2019

Shore Lodge
McCall, ID
If you are passionate about creating AAA, 4 Star, 4 Diamond Experiences and love to motivate people? Then come experience life on the sandy shores of Payette Lake! Live the Resort Life and see why we never want to leave...
416536 l

About This Job

SUMMARY: Our Guest Services Manager creates an atmosphere that will inspire guests and employees to return, Inspiring the team to create an atmosphere of service excellence with oversight on Transportation, Valet, Bell, Outdoor Services and Concierge services.  Continual training and evaluation of the products and services provided is imperative while developing guidelines and goals within the structure of the budget, achieving results through practice of prudent management techniques and cost controlling measures. A key part of every employee’s job is to serve as a Shore Lodge/Whitetail ambassador, engaging the guest at every opportunity.


The Guest Services Manager will ensure that our team members are given the proper training, support, tools and direction so that they may provide a safe and quality experience to our guests during their stay with us.


  • Must possess a minimum Associates Degree or equivalent educational experience and 2+ years of relevant Forbes/AAA, 3/4 star/diamond service experience in Hotel Rooms or Recreation Management. 
  • Maintain a positive work environment by managing, leading, working and communicating in a courteous and professional manner with all guests, co-workers and vendors.
  • Lead by example, fostering departmental teamwork and collaboration.
  • Maintain a valid Idaho Driver’s license and a clean driving record or preferred Commercial Drivers License.
  • Strong Microsoft Office Application experience.
  • Maintain a high level of organization and detail orientation while functionally multi-tasking.
  • Have knowledge of the regional area, activities, the Shore Lodge, Whitetail Club amenities and services.
  • Knowledge of the local and regional businesses, outdoor activities, events etc…
  • Maintain a level of self-motivation with a positive outlook.
  • Prior knowledge of Emergency Medical Care and CPR Certification preferred.
  • Prior use of a POS or Property Management system preferred.


  • Greet guests; create a memorable experience that exceeds our Forbes/AAA, 4 star/diamond service goals.
  • Anticipate guests’ needs and provide appropriate service.
  • Understand the timing of the steps of service and how it impacts the guest experience and correctly communicate that timing to the departmental staff.
  • Hire, train, schedule and supervise service teams.
  • Communicate clearly and effectively in a fast-paced atmosphere.
  • Efficiently utilize the POS system.
  • Responsible for the management and oversight of the property management and point of sale systems, including posting and adjusting charges.
  • Monitor staffing/payroll to meet Forbes/AAA, 4 star/diamond service levels/profitability.
  • Update and add departmental Operating Procedures as needed.
  • Maintain awareness of all safety, state & federal sanitation and security procedures relevant to the department and property.  Ensure department members are familiar with and adhere to them as well.
  • Maintain awareness of occupancy levels, reservations, group business and special requests or functions and their potential affect on the operations.
  • Support the financial/marketing goals of the division.
  • Exceed required standards/goals to achieve superior guest service by applying our documented service standards at all times and redirect the teams when required.
  • Handle all guest correspondence/reservations in a timely and efficient manner, not to exceed more than a 24-hour period.
  • Support the team at all times and inspect what is expected of the team.
  • Maintain a presence on the floor during hours of operation.
  • Ensure all reporting and time sensitive needs are supplied to appropriate parties when required (historical records, financials, payroll, email, HR needs, schedules logs, etc).
  • Maintain required inventories and par stock levels.
  • Attend and contribute to required meetings.
  • Create effective incentive/sales programs that positively affect profits, revenues and guest experiences.
  • Represent the Lodge at community and industry events as necessary.
  • Maintain cleanliness of real estate/fleet
  • All other duties as assigned



About This Employer

Shore Lodge

501 West Lake St
McCall, ID 83638

Telephone (208) 630-0226
Reservations (800) 657-6464

77 Room Resort

Since 1948 The Shore Lodge has been offering guests the quintessential lodging experience set against a backdrop of pure Northwest Nature. 

The Shore Lodge

Occasionally you need a place free from the daily grind and filled with new frontiers…literally.
Outside our lodge you will find an unrivaled mountain lake sanctuary. Inside you’ll discover luxuriously appointed guest quarters with all the accoutrements expected from a Four Diamond Resort.

  • The Cutwater, enjoy your dining experience at the newly renovated Cutwater Restaurant and choose either the expansive view of Payette Lake or Idaho's Largest Saltwater Aquarium.
  • The Narrows Steakhouse offers fine dining with unrivaled Pacific-Northwest fare served in an unforgettable setting.
  • What’s better than coffee and shopping?
    • We proudly serve Starbucks beverages and grab and go foodies at our new coffee shop!
The Mercantile
The Mercantile offers the finest mountain couture in McCall. Luxury fashions from Patagonia, Tolani, Prairie Underground, Pistil, and many others have been hand-selected from around the country to satisfy your fashion fix!

The Cove

The McCall outdoors presents endless opportunities for vigorous adventure and sport. It is a constant fascination that lures us daily. Occasionally though we need a respite from the pursuit. An opportunity to reflect on our past excursions and take stock of our efforts. For this we have discovered another form of adventure. One for our spirit as much as our physical-self.  

Meetings & Events

We don’t know about you, but it seems like our best thinking has always been done in tranquil places. A location that inspires and resets your perspective about the issues. Our meeting spaces do just that. With thirteen venues totaling just over 19,000 square feet, we have the perfect space for your meeting or event. Our state-of-the-art technology provides the finishing touches to ensure a world-class event. We’ve been told that our approach is somewhat unconventional, but the results are spectacular.

We’ll take that as a compliment.


We’d like to think that some of the world’s most romantic weddings take place right here. Our combination of rustic elegance and natural beauty provides a backdrop for weddings like no other. No matter the season, weddings are always magical here.

The Whitetail Club

Whitetail Club embraces everything you have come to expect in fine mountain living. Beautifully crafted homes on generous lots complement the profound beauty of the land – 1,300 acres of old-growth Ponderosa pine forests, streams and trout ponds. Living at Whitetail comes with generous amenities including membership to our championship golf course, athletic complex with indoor tennis court, private Fish & Swim Club, ten miles of paved walking paths and the only McCall community with Payette Lake access. Learn more about Whitetail Club.

Learn more about what is happening at the Shore Lodge!