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Guest Services Manager

3 months ago

Fairbanks, United States Borealis Basecamp Full time

The Guest Services Manager is a year-round position that oversees the reception/front desk, laundry and housekeeping departments, as well as, all guest services team members. GSM must be able to effectively communicate issues or concerns with other department managers and GM. The GSM will also ensure that superior customer service is provided to guests. 

All managers must encapsulate the values of Borealis Basecamp while working with staff, handling issues or concerns with guests, and at any time you are representing Borealis Basecamp. 

 Guest Services Manager responsibilities include (but not limited to): 

Departments 

  • Reception Yurt - Front Desk 24/7

  • Laundry Dept 9am-5pm

  • Housekeeping Dept 8am-5pm  

General: 

  • Hiring, training all Guest Services team members 

  • Ability to manage and keep accurate inventory 

  • Learn and navigate through reservation software 

  • Maintaining accurate reservations records, regularly auditing team member activity in reservation software  

  • Ability to follow the systems that Borealis Basecamp has set in place, such as: 

    • Inventory deadlines 

    • Scheduling deadlines 

  • Implementation of an Aurora Program 

  • Ability to resolve guest related issues or concerns 

  • Ability to resolve team member related issues or concerns 

  • Ability to hold crucial conversations (including disciplinary action and termination) 

  • Ensure quality standards are being met in all departments 

  • Ability to learn and utilize ADP (for staff scheduling) 

  • Updating and maintaining accurate SOPs for all Guest Services Departments 

  • Ability to lead by example 

Qualifications: 

  • 2 years in hospitality (preferred) 

  • Have a professional demeanor 

  • Have a strong passion for hospitality 

  • Have a strong work ethic 

  • Ability to multi-task 

  • Willingness to get the “job’ done, whatever that may be 

  • High attention to detail 

  • Ability to respond to guests needs and anticipate their unstated ones 

  • Computer skills with Microsoft Word and Excel,  

  • Time management skills 

  • Organizational skills 

  • Able to lift, rotate and place 50lbs 

  • Ability to negotiate uneven terrain in low light 

  • Must be able to hold a conversation with a stranger for several minutes 

For all positions at Borealis Basecamp, every manager and team member are expected to help in other departments or when needed.