Guest Service Manager

Coeur d'Alene Casino Resort Hotel; Worley (ID); On-site; USD 58,000 - 70,000; Full time

Job summary

Coeur d'Alene Casino Resort Hotel in Worley, ID, is seeking a Hotel Guest Service Manager to elevate guest arrivals, employee satisfaction, and issue resolution. You will oversee Front Desk, Call Center, and Valet to deliver seamless service in a dynamic resort environment.

The role requires leadership, 4+ years in guest services, and a commitment to premium hospitality standards, with responsibilities across multiple departments including Paycom and employee scheduling.

Qualifications

• Must be able to acquire a Gaming License.
• Must have a valid Driver’s License.
• Must have a High School Diploma or the equivalent.
• Must be 18 years of age or older.
• At least 2 years of Hotel Night Audit experience preferred.
• At least 2 years of Room Reservations or Front Desk experience required.
• At least 4 years of guest service experience required.
• Must be readily available to ensure coverage, address guest concerns and answer questions in a timely manner, 24/7.

Responsibilities

• Provide excellent service consistent with the property's core service standards and brand attributes.
• Proactively greet, interact, and assist resort staff to promote a cooperative and harmonious work environment.
• Proactively seek to provide refined luxury service ensuring guest satisfaction.
• Meet the demands of a fast-paced environment with good judgment and multitasking.
• Practice teamwork and maintain a positive work environment.
• Maintain knowledge of departmental policies and standards and ensure compliance.
• Oversee Front Desk and Call Center tasks, Paycom entries, scheduling, and reviews.
• Know hotel services and local attractions to answer guest inquiries accurately.
• Maintain cleanliness and organization of assigned work areas.
• Own all requests and complaints; resolve issues immediately and follow up for guest satisfaction.
• Respond to guest inquiries and manage reservations queue; direct calls as needed.

Skills

Agilysys

MS Office

Multi-tasking

Communication

Organizational skills

Interpersonal skills

Professional appearance

Education

High School Diploma or equivalent

Tools

Microsoft Office

Internet

Office equipment

Job description

Job Details

Level: ManagementJob Location: COEUR D'ALENE CASINO RESORT & HOTEL - WORLEY, ID 83876Position Type: Full TimeEducation Level: High SchoolSalary Range: $58,000.00 - $70,000.00 SalaryTravel Percentage: NoneJob Shift: VariableJob Category: Hospitality - HotelMission Statement: As the premier destination resort, our commitment is to provide a unique, exciting experience rooted in Traditional Tribal Hospitality. You are a part of our family; Welcome Home!

SUMMARY

The primary responsibility of the Hotel Guest Service Manager is to lift and inspire guest arrival experiences, hotel employee satisfaction, and ensure all customer issues are handled immediately and commensurate with stated issues. Directly responsible for Front Desk, Call Center Employee, and Valet departments.

RESPONSIBILITIES

• Provide excellent service consistent with the property’s core service standards and brand attributes.
• Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment.
• Proactively seek to provide refined luxury service ensuring guest satisfaction.
• Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
• Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.
• Maintain complete knowledge of and comply with all departmental policies, procedures, and standards.
• Responsible for Front Desk and Call Center: PAYCOM entry and employee pay issues, scheduling, employee discipline issue, employee probationary and annual reviews.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, no matter how busy or time of day.
• Maintain positive guest relations at all times.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Provide excellent service consistent with the company’s core service standards and brand attributes.
• Be knowledgeable of Department and Hotel goals.
• Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
• Be knowledgeable of hotel information to answer guest inquiries.
• Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
• Ensure Hotel property and equipment is properly used and maintained.
• Protect and utilize Hotel assets in a responsible and professional manner.
• Perform all duties as deemed necessary for the success of the department
• Provide the highest level of service to all guests.
• Answer multi-phone lines to manage the reservations queue, answer guest / group questions and direct calls to other departments as necessary
• Must be willing to accept additional responsibilities or projects as directed by Management

QualificationsQUALIFICATIONS

Education/Experience

• Must be able to acquire a Gaming License
• Must have a valid Driver’s License
• Must have a High School Diploma or the equivalent
• Must be 18 years of age or older
• At least 2 years of Hotel Night Audit experience preferred.
• At least 2 years of Room Reservations or Front Desk experience required
• At least 4 years of guest service experience required.
• Must be readily available to ensure coverage, address guest concerns and answer questions in a timely manner, 24/7

Skills/Knowledge

• Proficient in Agilysys Hotel Management Systems
• Strong working knowledge of Microsoft Office, Internet, and various office equipment
• High energy and motivation when dealing with customers and/or routine tasks
• Strong verbal and written communication skills
• Ability to multi-task and perform well under pressure
• Excellent organizational skills with the ability to work on multiple projects
• Must have interpersonal skills to deal effectively with all business contacts
• Professional appearance and demeanor

Physical Demands

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

The Hotel Guest Services Manager position is classified as a light strength category position. While performing the duties of this job, the employee is frequently required to work in confined areas; perform repetitious activities; push; pull; stand; walk; sit; twist; reach above shoulder height; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on assignment or group.

The Coeur d'Alene Casino Resort Hotel practices Indian Preference in hiring in the following order: 1. Coeur d’Alene Tribal Members, 2. Spouses and/or children of CDA Members, 3. Other enrolled members of Federally Recognized Tribes and 4. All other applicants.