Assistant Guest Services Manager

Overview

Be part of the team that sets the tone for exceptional service at Sunriver Resort. We’re welcoming a dedicated Assistant Guest Services Manager to help lead the way. The Guest Services Assistant Manager provides leadership and guidance to the guest services team for the overall success of the resort. They are responsible for motivating and training staff to provide the most exceptional guest service while maintaining AAA Four Diamond standards.

They will always conduct themselves in a manner which supports Core Values of Sunriver Resort:
Trust, Open & Honest Communication, and Commitment.

As a full-time, year-round associate enjoy incredible perks, including:

• Paid Time Off
• Discounted and Complimentary stays at Coral Tree Hospitality properties
• Medical and Health Benefits
• 401(k) Matching
• Free golf at our beautiful courses
• Complimentary recreation rentals - Marina, bikes, and more
• 50% off Food & Beverage throughout the resort
• Free pickleball access
• And so much more!

• Always posted at the front desk or in the lobby
• Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest
• Follows proper check-in procedures
• Registers guests into computer system, verifying registration, address and credit information
• Accepts payment for guests’ accounts both at the time of registration and check out
• Follows set procedures on posting, charges, cashing checks, safe deposits and refunds
• Maintains accurate records of room availability
• Be knowledgeable of all arriving/departing and in-house guests
• Be knowledgeable of all tours/groups
• Responsible for key control
• Completes appropriate front office reports
• Resolves problems arising from guest complaints, reservation and room assignment activities
• Assists with the development, training and inspiration of associates for promotion
• Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
• Attends appropriate resort, division and department meetings
• Designs and implements training programs for Front Desk team
• Reviews and responds to guest feedback through Revinate and communicates information to staff to ensure continual guest satisfaction
• Maintains a strong knowledge of hospitality trends and issues
• Assures guest service standards are being applied by all guest services team
• Conducts staff meetings as needed
• Coaches and counsels team as necessary
• Assists with maintaining a strong morale and spirit throughout front desk team
• Maintains records for all VIPs, special requests, etc.
• Maintains an up to date working knowledge of all resort amenities as well as any special events
• Provides accurate directions and resort information for guests
• Makes dining and activity reservations for guests
• Upsells other resort services and amenities to guests
• Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate
• Answers incoming guest calls, transfers calls appropriately and relays messages accurately
• Receives and sends guest faxes
• Assists guests with incoming packages
• Arranges bell service for guests
• Schedules travel arrangements for guests
• Assists with luggage storage and retrieval
• Opens car doors for guests
• Valet parks cars
• Performs special deliveries or errands for guests
• Delivers automobiles to guests ready to drive, which will require snow removal during winter season
• Maintains traffic control ensuring fire lanes are kept clear
• Provides daily custodial duties for the inside and outside of main lodge and parking areas
• Be responsible for cleanliness of all guest service vehicles
• Be capable of performing all the physical requirements outlined below
• Resolves guest problems and is empowered to act in absence of manager
• Logs all guest issues in HotSOS and provides appropriate follow-up to guest

EXPERIENCE &

EDUCATION:

• High school diploma or equivalent
• Prior hospitality experience highly preferred
• At least one year customer service experience required
• Prior supervisory experience highly preferred

WORKING CONDITIONS:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking;
• Must be able to lift, carry, push & pull up to 50 lbs
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.

#Sunriver Resort