Guest Services Manager - Casino jobs in Spokane, WA

Pend Oreille Shores Resort is looking for an enthusiastic and detail-oriented customer service professional to be our next Guest Services Manager. You will oversee all front office staff and operations to ensure that our guests and owners have a wonderful stay at our property.

Our Guest Services Manager responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. You will also make sure our front-desk staff are trained and performing multiple roles throughout the department including roles in retail sales, owner services, scheduling property tours and sales events, booking activities and working as our concierge as well as managing the relationships with adventure partners. All while offering stellar customer service and providing memorable hospitality experiences for our guests.

If you have previous hospitality experience and are familiar with hotel procedures, like bookings, luggage collection, storage, check-in/check-out processes, we’d like to meet you. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner.

Why join our team?

We are a premier all-season resort! Pend Oreille Shores is tucked away on the sunny shores of Lake Pend Oreille in the quant town of Hope Idaho. We are nestled in Cabinet Mountains and offer guests incredible access to thousands of acres of wilderness and coastline. Whether it’s golfing, boating, fishing, swimming, or hiking in the summer to skiing, snowmobiling, snowshoeing in the winter, our resort is perfectly located for all of your outdoor activities and hobbies.

It takes a balance of hard working, hospitality focused, and dedicated team players to showcase the magic of Pend Oreille Shores day in and day out. There’s no one like you! and the individuality and personal strengths of our employees are central to our success. We value integrity and seek self-motivated individuals who are passionate about delivering memorable experiences.

Responsibilities

• Provide an upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ special requests, and needs
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services

Proactively develop and plan team schedule for all properties that optimizes employees strengths, recognizing their scheduling needs, while not sacrificing guest experience

• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Work to build relationships with our many long standing vacation owners
• Inform clients of our resort services, hours of operation, and local activities and unique company programs and offerings
• Promote all hotel amenities, conveniences and programs offered
• Manage the resort services team (including retail, interval sales, and concierge services) to ensure we comply with all standards and operating procedures
• Work with GM to develop sales strategies and promotions
• Develop training programs to achieve maximum efficiency and results
• Appraise team’s performance and produce regular reports
• Liaise with housekeepers, repair and maintenance, the Athletic Club and other resort departments to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular resort clients

Qualifications:

• High School diploma or equivalent with a minimum of two years of college
• Minimum 3 years hotel front desk experience in a large property
• 2 years managing a team in a hospitality role or equivalent customer service role
• Must be proficient in Microsoft Word, PowerPoint and Excel.
• Knowledge of PMS, RMS and POS systems is a plus
• Occasional PM shift coverage is required
• Prior Retail and merchandising knowledge is a plus
• Meticulous attention to detail
• Demonstrated ability to supervise a staff
• Exceptional collaboration, guest relations, and communication skills
• Reading, writing and oral proficiency in the English language
• Experience with social media and promotion is a plus!

Physical Requirements:

• Able to stand, stoop, bend, and lift items weighing up to 50 pounds of weight and able to push and able to pull up to 150 pounds if needed
• Physically capable of standing and walking 90% of the work day

Job Types: Full-time

• Benefits: Full-time employees are eligible for medical, dental, vision, 401k benefits, and more
• Perks: njoy free access to the athletic club, game room and pool
• Large discounts on resort stays as well as retail, food & beverage
• A Balanced Life: Full-time (40 hours ) team members are eligible for 2-weeks of PTO & holiday pay from year 1!
• Be Part of the Magic: Trust us, seeing a first-time guest take in our Pend Oreille Shores views never gets old
• Eligibility for certain benefits may depend on employment classification

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Job Type: Full-time

Pay: $41,000.00 - $49,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Weekends as needed

Experience:

• Resort Management: 2 years (Preferred)

Ability to Relocate:

• Hope, ID 83836: Relocate before starting work (Required)

Work Location: In person