Guest Services Manager

3 weeks 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:
  • Coordinate resort social groups and events to enhance guest engagement and satisfaction.
  • Collaborate with various departments to ensure seamless guest service delivery.
  • 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.
  • Work closely with housekeeping to ensure efficient check-in and check-out processes.
  • Operate the Property Management System (V1) and Microsoft Office applications.
  • Maintain knowledge of room types, rates, and availability.
  • Stay informed about daily activities and meetings through review of the event schedule.
  • Verify adherence to cash and credit control procedures.
  • Review daily arrivals report to ensure special comments and VIPs are handled appropriately.
  • Coordinate the delivery of faxes, gift/luggage, and guest amenities in a timely manner.
  • Respond to guest questions, comments, and concerns within 15 minutes of initial request.
  • Handle guest complaints and compliments, following up to ensure satisfaction.
  • Process guest folios, room charges, and statements.
  • Issue room keys, guest ID cards, and resort information in a timely manner.
Requirements:
  • High school diploma or equivalent preferred.
  • 1 year of guest service or relevant experience required.
  • Valid driver's license required.
What We Offer:

Madden's On Gull is an equal opportunity employer. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

We are committed to providing a safe and inclusive work environment for all employees. If you are a motivated and customer-focused individual who is passionate about delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity.

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