Guest Services Lead

Essential Job Duties and Responsibilities

• Greet guests warmly and professionally upon arrival and departure.
• Assist guest inquiries politely and respectfully.
• Source and provide accurate information about hotel amenities, promotions, and local attractions to guests and fellow team members.
• Handle guest requests, complaints, and service recovery with professionalism.
• Maintain accurate records and ensure compliance with hotel policies.

• Safely park and retrieve guest vehicles in designated valet areas.
• Maintain organized tracking of keys, tickets, and vehicle information.
• Assist guests with loading/unloading items from vehicles.
• Monitor the valet area for cleanliness, safety, and traffic flow.
• Drive both automatic and manual transmission vehicles.

• Escort guests to rooms while handling luggage with care.
• Deliver amenities, packages, and other items to guest rooms as requested.
• Assist with group arrivals/departures and coordinate luggage storage.
• Maintain the cleanliness and organization of the bell desk and storage areas.

• Communicate effectively with Front Office, Housekeeping, Security, and other departments.
• Ensure all Guest Service staff uphold grooming, uniform, and gaming license standards at all times.
• Follow and ensure compliance with safety, security, and guest privacy protocols.
• Maintain awareness of hotel operations and guest satisfaction.
• Assist with covering shifts when scheduling gaps are present.
• Perform other duties as assigned by management.
• Regular and reliable attendance is a fundamental requirement of this position. Employees are expected to be punctual and consistently present during their scheduled work hours to ensure the effective and efficient operation of the business.

• Ability to drive both manual and automatic transmission vehicles.
• Excellent customer service and communication skills.
• Professional appearance and demeanor.
• Availability to work flexible shifts, including weekends and holidays.

• One (1) or more years of hospitality or related experience is required.
• Experience leading teams in customer service initiatives is preferred.
• A high school diploma or equivalent is preferred.

• Valid driver’s license with a clean driving record (required for valet duties).
• Must obtain and maintain a valid Colorado Support Gaming License.

• Ability to lift and carry luggage up to 50 lbs and stand/walk for extended periods.

$18.00+ per hour based on experience

Full House Resorts provides a robust benefits package for all employees and eligible family members, including:

• Health & Wellness:
  Medical (full-time only), HSA, FSA, Dental, and Vision coverage.

• Financial Security:
  Life insurance, disability coverage, and supplemental benefits.
• Retirement Savings: 401(k) plan after 90 days, with company matching after one (1) year of service.
• Paid Time Off:
  Generous PTO program.
• Convenient Transportation:
  Free shuttle service from Colorado Springs and Woodland Park.
• Wellness Perks:
  Complimentary local gym membership.
• Professional Growth:
  Tuition reimbursement and career development opportunities.
• Exclusive Discounts:
  Employee savings on hotel and resort services.