Overnight Guest Services Manager - Hotel Front Desk

Overview

Guest Services Manager responsible for hands‑on supervision, training, and ensuring the completion of daily operational functions of the Front Desk in conjunction with and under the direction of the Front Desk Manager.

• Supervises Guest Service Representatives (GSR) at Front Desk for the purpose of completion of duties, performance standards, giving direction, and decision making.
• Assists Front Desk Manager with overall operations of Front Desk, and assumes responsibility for completion of shift work up to standards and according to established procedures.
• Handles all guest service issues as they arise at the Front Desk up to the standards established and in accordance with the goals and objectives of the hotel.
• Performs majority of training for GSRs.
• Assists in the development of training programs as needed.
• Makes recommendations in development of process for the purposes of feasibility and effectiveness.
• Able to perform all essential job functions of a GSR.
• Responsible for creating position goals and assisting department manager with completion of department goals.
• Guest Service training of the team, and constant monitoring of those standards.
• Issuing of new Monarch Rewards (gaming cards) – gaming license needed.
• Other assignments as assigned by management.
• Physical requirements:
  
  stand, walk, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk, and hear. Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

• Ability to communicate verbally and in writing with staff members and guests when answering phone lines, giving information, registering guests, and answering questions.
• Clearly transfer and demonstrate job duties to staff for the purposes of training and instruction from written and verbal sources.
• Work effectively under pressure with a calm demeanor; resolve problems quickly and effectively.
• Read and understand documents such as registration cards, guest confirmation, computer printouts, memos, vouchers, and guest folios.
• Do math calculations of room charges and process payments for departing guests.
• Operate office machinery such as computers, printers, photocopy and fax machines, credit‑card imprinters.
• Work flexible hours, including potential time beyond normal shift hours when necessary.
• Possess a positive, service‑oriented attitude.
• Must adhere to all appearance standards, including but not limited to no "visible" tattoos/piercings or unnatural hair colors.

• Comprehensive benefits (medical, dental, vision, supplemental coverage)
• 401K retirement savings plan + discretionary match
• Education Tuition Reimbursement Program
• Paid Vacation, Holiday Pay
• Weekly Resort Prizes
• FREE daily meal
• Internal Advancement