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Guest Services Manager

2 months ago

Airway Heights, Washington, United States Northern Quest Resort & Casino Full time

Hiring Preference: The Kalispel Tribe of Indians is an Equal Opportunity Employer. In accordance with federal law, the Kalispel Tribe of Indians applies Indian preference in employment.

It is the policy of the Kalispel Tribe of Indians to prioritize hiring, promotions, and transfers into vacant positions for qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Descendants or Spouses of enrolled Kalispel Tribal Members; 3) enrolled members of other Indian Tribes; 4) all other applicants.

At-Will Employment:
Employment with the Kalispel Tribe of Indians is at-will and may be terminated with or without cause, and with or without notice, at any time, either at the discretion of the employee or the Kalispel Tribe of Indians.

Drug Testing:
The Kalispel Tribe of Indians maintains a drug-free workplace. All applicants are subject to drug testing at the time of hire and at unannounced intervals during employment.

Background Investigation:
All candidates and employees may undergo a background investigation.

Kalispel Hospitality
We expect all employees of the Kalispel Tribe of Indians to embody and operate from the following principles:

CORE PURPOSE
We Make People Feel Special. Deliver Kalispel hospitality, find a path to YES, and provide a warm smile and greeting.

CORE VALUES
We Take Pride in Everything We Do. Proudly represent the Kalispel Tribe, anticipate guest needs, and take ownership while putting others first.
Everyone is Welcome Here. Respect and honor all guests, use sincere "thank you" and "goodbye," and use guest names whenever possible.
We Choose Excellence Every Day. Help each other achieve greatness, be genuine, attentive, and flexible, and know the property and amenities.

Summary of Functions

Provide daily leadership to all Front Desk Agents, encompassing the following responsibilities:

Essential Duties and Responsibilities

  • Ensure adherence to the Kalispel Tribe of Indians' Internal Controls and Northern Quest Resort and Casino Policies and Procedures.
  • Arrive early to facilitate a seamless transition from the previous shift.
  • Verify daily completion of checklists.
  • Review the manager's logbook and follow through on necessary actions.
  • At the start of each shift, familiarize yourself with:
  • Room status in the hotel
  • Staffing for the day's arrivals and departures
  • VIP arrivals and departures
  • Meet daily with the Front Desk Manager to discuss:
  • Inventory and selling strategies
  • Group arrivals and departures
  • Staffing levels
  • The day's activities
  • Conduct pre-shift meetings daily to cover:
  • Group arrivals and departures
  • Training topics
  • Four Diamond Service Standards
  • Selling strategies
  • The day's activities
  • Complete Nightly Audit procedures as necessary:
  • Generate nightly reports regarding VIPs, Occupancy%, and No-Show Reservations
  • Conduct the nightly audit process
  • Review in-house reservations for accuracy
  • Oversee the activities of Front Desk Agents.
  • Possess extensive knowledge of the Camas Club and its policies and procedures.
  • Participate in formulating and administering company policies and developing short-term objectives for the Front Desk operation.
  • Handle high-pressure situations effectively within the Front Desk area.
  • Address complaints and refer unresolved issues to the immediate supervisor.
  • Answer all telephones within three rings.
  • Accurately complete required paperwork and maintain logs.
  • Follow and enforce proper cash handling procedures.
  • Maintain a high level of professionalism, teamwork, and competence among staff by establishing and monitoring performance standards and a professional development plan for each team member.
  • Uphold four-star/four-diamond service standards.
  • Monitor, maintain, and order necessary supplies.
  • Oversee variances among Front Desk Agents.
  • Control and maintain bank tills, receipts, and comp slips.
  • Ensure the protection of company assets.
  • Assist in developing staff in customer service, hospitality, and policies and procedures.
  • Conduct interviews, reviews, and disciplinary actions as necessary.
  • Review Attendance and Centralized Scheduling/Payroll Exception Reports.
  • Create, implement, and assess training programs.
  • Be prepared to act as a Front Desk Agent when needed.
  • Be available and willing to adjust hours as necessary for business levels.
  • Maintain a consistent and reliable attendance record.
  • May be required to serve as a panelist for Internal Review Hearings.
  • Ensure the highest possible standards of guest satisfaction and Team Member relations are maintained and executed fairly and equitably.
  • This job description does not encompass all duties of this position. Management may assign additional tasks as needed.
  • Coach and counsel associates as needed and provide recommendations to the Front Desk Manager.
  • Complete resort knowledge training and effectively answer guest inquiries.
  • Maintain a positive and professional demeanor and appearance.
  • Ensure all arriving buses are prepared with key packets and accurate billing.
  • Adhere to all resort policies and procedures.
  • Collaborate positively and cooperatively with other staff members to ensure a smooth-running hotel that provides a first-class guest experience.
  • Meet regularly with Front Desk Agents and the Front Desk Manager to develop skills for career advancement.
  • Continuously monitor room status and communicate changes or discrepancies to housekeeping.
  • Address all guest complaints promptly and appropriately.
  • Provide anticipatory service in a thoughtful and intuitive manner.
  • Exhibit genuine interest and concern for guests.
  • Ensure all collateral duties are consistently followed through.
  • Fulfill any reasonable work requests from management.
  • Be knowledgeable of all emergency procedures and the role of the front desk in those situations.
  • Assist in any necessary disciplinary actions for Agents.
  • Ensure guest confidentiality standards are upheld.
  • Maintain a consistent and reliable attendance record.
  • Ensure the protection of company assets.
  • May be required to serve as a panelist for Internal Review Hearings.
  • Duties, responsibilities, requirements, and expectations for this position are subject to change as needed.
  • This job description does not encompass all duties of this position. Management may assign additional tasks as needed.

Supervisory Responsibilities

Supervise Front Desk team members. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


Education

  • High school diploma or general education degree (GED). An Associate of Arts (A.A) or Associate of Applied Science (A.A.S.) in a related field is a plus.

Experience

  • One year of Front Desk Agent experience in a hotel with 150+ rooms and/or one year of Front Office supervisory experience; experience in a four-star/four-diamond hotel is preferred.
  • Direct experience in an organizational development role is strongly preferred.

Skills

  • Must be computer literate with working knowledge of Microsoft programs and other software.
  • Ability to type at least 40 wpm (Test Required).
  • Highly articulate.
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Ability to work with mathematical concepts such as probability, fractions, percentages, and ratios to practical solutions.
  • Ability to establish procedures for the effective implementation of the Director of House Operations' directives. Prepare complex reports, correspondence, charts, layouts, forms, handbooks, memoranda, and other information and instructions.
  • Ability to analyze and solve complex management problems with non-standard solutions.
  • Ability to maintain effective working relationships with public officials, department heads, associates, and the public.
  • Skill in effectively communicating information through verbal and written correspondence to employees, managers, clients, customers, and the public, including writing reports, business correspondence, and procedural manuals.
  • Skill in solving practical problems and dealing with situations where only limited standardization exists.
  • Excellent organizational, communication, and leadership skills.
  • Knowledge of principles and practices of general business administration, including personnel practices and employment laws, program budgeting, general accounting, financial analysis, and fiscal management practices.
  • Skills in assessing operational, program, staffing, and fiscal needs.
  • Skill in identifying and resolving administrative problems under pressure conditions.

Other Requirements

  • Ability to obtain and maintain a Tribal Gaming License.
  • Work nights, weekends, and holidays as required.

Physical Demands

  • Requires the strength to lift and/or move objects weighing up to 50 pounds.
  • Constantly requires the ability to give and receive detailed information through verbal communication.
  • Constantly requires verbally expressing or exchanging ideas of important instructions accurately, loudly, or quickly.
  • Constantly requires working with fingers rather than the whole hand or arm.
  • Constantly requires repetitive movement of the wrists, hands, and/or fingers.
  • Often requires walking or moving about to accomplish tasks.
  • Frequently requires standing for sustained periods.
  • Occasionally requires ascending or descending stairs or ramps using feet and legs and/or hands and arms.
  • Occasionally requires raising objects from a lower to a higher position or moving objects horizontally.
  • Occasionally requires stooping, which entails the use of the lower extremities and back muscles. Infrequently requires crouching.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Work Environment


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is occasionally exposed to tobacco smoke, moving mechanical parts, and fumes or airborne particles.

The worker is frequently subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions and to wet and/or humid conditions.

The noise level in the work environment is usually moderate.