Guest Service Manager

2 weeks ago

Farmington, United States Nemacolin Inc Full time

Here at Nemacolin, our associates know to "Expect the Unexpected" - You have come across the career opportunity where entertainment and excitement are the job description. This position must be committed to making every experience memorable all while having fun and relishing the incredible atmosphere of the resort.

Guest Services Manager is responsible for overseeing the short and long-term growth and operations for the following area: Guest Services (including PBX, Concierge Services, VIP services and Pre-Arrival); The Guest Services Manager also assists as needed the Transportation Department (including Guest and Associate Shuttles) particularly in the Transportation Manager's absence as well as the Front Office.

ESSENTIAL FUNCTIONS:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

  • Support in the guest services operation - ensuring the execution of the resort operational standards.
  • Lead and manage the pre-arrival team. In charge of contacting all guest's prior arrival, research of potential VIP guests and personalizing the guest's itineraries.
  • Attend, lead and promote the resort pre-arrival meetings.
  • Conduct daily walk through/inspections of Guest Services and Transportation areas looking for cleanliness, associate uniforms, safety issues, and housekeeping issues.
  • Monitor all associate training within the department to ensure compliance with the department training plans.
  • Collect, analyze, and approve weekly schedules for the Guest Services operations and potential resort audits.
  • Assist all VIP guests as their point of contact during their stay.
  • Attend weekly Rooms Division, Department Head, Resume and Operations meetings.
  • Attend daily operation huddles.
  • Assist the Director of Guest Services with any other assigned tasks.
  • Other job duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
  • Must have the ability to speak English fluently.
  • At least 2 years' experience in a leadership capacity - preferably in luxury hotels and resorts.
  • Must have the ability to work varying shifts, including nights, weekends, and holidays.
  • Previous experience in the hospitality industry is desirable.
  • Good organizational and time management skills.
  • Must have strong interpersonal relation skills.
  • Must obtain computer skills, including Microsoft Office and Host SMS Products.
  • Experience in guest issue resolution.
  • Must be able to work under stressful situations.
  • Ability to coordinate and work with other departments.
  • Bachelor's Degree preferred or an equivalent combination of education and/or experience.

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