Hotel Guest Services Manager
- Employment Type
- Hospitality, Leadership
Are you interested in…..
- A Fast Track Career with Career Development and Career Advancement Opportunities?
- Flexible Works Schedules and Referral/Attendance Bonuses?
- Paid College Tuition, Free Meals, Discounted Transportation, Health Benefits and More?
Monarch Casino in Black Hawk is building a 23 story resort that will have over 500 rooms, 4 restaurants, and a full service spa/salon which is expected to open this summer!
Part Time and Full Time Team Members Will Enjoy:
- Team Member (TM) Referral Program – Not only do we pay our current TM up to $600, we pay your referral up to $1,600
- Education/Tuition Reimbursement up to $6,000 per calendar year
- Career Development and Advancement Opportunities
- Flexible Work Schedules
- Up to $100 in Weekly Cash Prizes
- Paid Trips to Atlantis Casino Resort and Spa
- 1 Free Meal per Shift
- Round Trip Bus Tickets for $4 per Day
- Free Parking
- Additional Premium Pay in Select Positions
Full Time Team Members also enjoy:
- Paid Vacation
- 6 Observed Holidays
- Health Benefit Insurance Package (medical, dental, vision, disability, and more)
- 401k Retirement Plan with Company Match
Under direction of the Hotel Manager, this position is responsible for the Hotel Front Desk activities with emphasis in the areas of five diamond guest service, talent management and team member relations. The Guest Services Manager will ensure the organization is in compliance with all applicable federal, state and local employment related laws.
The Front Desk Guest Services Manager, as with all members of the Monarch Casino Resort Spa Team, is expected to conduct himself/herself in a manner which demonstrates initiative, professionalism, personal awareness, integrity, and exercises confidentiality in the appropriate areas of his/her performance. The Front Desk Guest Services Manager shares in the Monarch Casino Resort Spa support of the company’s Vision, Mission, Values, and consistently performs all functions in a fashion that inspires and motivates others to actively pursue them.
ESSENTIAL JOB FUNCTIONS:
- Responsible for managing the performance of the Front Desk to meet department and property business objectives.Coaches and manages Team Members to consistently deliver five diamond service to guests.
- Responsible for scheduling, training and any coaching or disciplinary matters in relation to company and department policies.
- Assumes the responsibility for the accurate completion of all shift work in accordance with Monarch standards.
- Resolves guest complaints and ensures guest satisfaction.
- Completes reports and projects as assigned by Hotel Management.
- Works closely with other departments such as PBX, Reservations, VIP Services and Housekeeping.
- Performs other incidental and related duties as required and assigned.
Performs other incidental and related duties as required and assigned.
TECHNICAL/PROFESSIONAL KNOWLEDGE (Knowledge/Skills, Education, and Experience)
- Minimum of 2 years’ experience in Hotel Front Desk experience in a management role at a high-occupancy resort
- Exceptional written and verbal communication skills
- Computer proficient (a working knowledge of LMS is preferred)
- Ability to read and analyze reports and guest folios
- Ability to manage hotel inventory and pricing in a fast-paced environment
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with ethical integrity; Upholds organizational values.
- Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
- Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
The Front Desk Guest Services Manager works on-site at the casino and interfaces with external/internal customers, Team Members, and vendors on a regular basis. The position’s work schedule varies and may include Saturday/Sunday and evening work depending on the needs of the operation.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.
An Equal Opportunity Employer: Monarch Casino Black Hawk does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is Monarch’s intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.
Job Reference #: 9603