Guest Services Manager

6 days ago

Brainerd, Minnesota, United States Madden's On Gull Full time
Job Title: Guest Services Manager

Madden's On Gull is seeking a highly skilled Guest Services Manager to oversee the resort's guest service staff and operations. As a key member of our team, you will be responsible for ensuring exceptional guest experiences and maintaining the highest standards of hospitality.

Key Responsibilities:
  • Plan and coordinate resort social groups and events
  • Work closely with all departments to ensure guest satisfaction and resolve any issues that may arise
  • Make restaurant reservations and refer large parties to the appropriate manager
  • Utilize suggestive selling techniques to promote rooms and other services
  • Answer all in-house phone calls and respond to guest inquiries in a timely manner
  • Collaborate with housekeeping to ensure a smooth check-in and check-out process
  • Operate the Property Management System (V1) and Microsoft Office applications
  • Maintain knowledge of room types, rates, and availability
  • Stay up-to-date on daily activities and meetings by reviewing the event schedule and BEOs
  • Verify cash and credit control procedures and review daily arrivals reports to ensure special comments and VIPs are handled appropriately
  • Deliver exceptional guest service and resolve any issues that may arise
  • Assist in the coordination of resort transportation and ensure timely delivery of guest amenities
  • Conduct shift briefings and review the day's activities with staff
  • Assist in budget monitoring and attend safety meetings as required
Requirements:
  • High school diploma or equivalent required; 1 year of guest service or relevant experience preferred
  • Valid driver's license required
  • Excellent communication and organizational skills
  • Ability to work in a fast-paced environment and maintain a calm professional manner under stressful situations
  • Basic reading and math skills, as well as knowledge of basic computer operations
  • Able to type 30+ wpm
What We Offer:

Madden's On Gull is an equal opportunity employer and offers a competitive salary and benefits package. We are committed to providing a safe and inclusive work environment and encourage applications from diverse candidates.

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