Guest Service Manager

Job Details

Level: Management

Job Location:

COEUR D'ALENE CASINO RESORT & HOTEL - WORLEY,  Type:
Full Time Education Level: High School Salary Range: $58,000.00 - $70,000.00 Salary Travel Percentage:
None Job Shift: Variable Job Category:
Hospitality - Hotel Mission Statement:
As the premier destination resort, our commitment is to provide a unique, exciting experience rooted in Traditional Tribal Hospitality. You are a part of our family;
Welcome Home!

The primary responsibility of the Hotel Guest Service Manager is to lift and inspire guest arrival experiences, hotel employee satisfaction, and ensure all customer issues are handled immediately and commensurate with stated issues. Directly responsible for Front Desk, Call Center Employee, and Valet departments.

• Provide excellent service consistent with the property’s core service standards and brand attributes.
• Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment.
• Proactively seek to provide refined luxury service ensuring guest satisfaction.
• Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
• Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.
• Maintain complete knowledge of and comply with all departmental policies, procedures, and standards.
• Responsible for Front Desk and Call Center: PAYCOM entry and employee pay issues, scheduling, employee discipline issue, employee probationary and annual reviews.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, no matter how busy or time of day.
• Maintain positive guest relations at all times.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Provide excellent service consistent with the company’s core service standards and brand attributes.
• Be knowledgeable of Department and Hotel goals.
• Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
• Be knowledgeable of hotel information to answer guest inquiries.
• Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
• Ensure Hotel property and equipment is properly used and maintained.
• Protect and utilize Hotel assets in a responsible and professional manner.
• Perform all duties as deemed necessary for the success of the department
• Provide the highest level of service to all guests.
• Answer multi-phone lines to manage the reservations queue, answer guest / group questions and direct calls to other departments as necessary
• Must be willing to accept additional responsibilities or projects as directed by Management

• Must be able to acquire a Gaming License
• Must have a valid Driver’s License
• Must have a High School Diploma or the equivalent
• Must be 18 years of age or older
• At least 2 years of Hotel Night Audit experience preferred.
• At least 2 years of Room Reservations or Front Desk experience required
• At least 4 years of guest service experience required.
• Must be readily available to ensure coverage, address guest concerns and answer questions in a timely manner, 24/7

• Proficient in Agilysys Hotel Management Systems
• Strong working knowledge of Microsoft Office, Internet, and various office equipment
• High energy and motivation when dealing with customers and/or…