Guest Services Manager

Churchill Downs; Town of Waterloo (NY); On-site; USD 62,000 - 65,000; Full time

Job summary

Churchill Downs Incorporated is seeking a hotel operations support role to assist in overseeing the daily activities of Front Desk, PBX, Bell/Valet and Housekeeping/Laundry teams. The incumbent will respond to guest needs, implement programs, and help maximize revenue while maintaining high service standards.

Responsibilities include scheduling, payroll assistance, cost control, and cross-department coordination to ensure a seamless guest experience across the hotel and related outlets.

Qualifications

• Ability to communicate effectively with all levels of Team Members, guests, and external contacts.
• Proven leadership and people-management capabilities in a fast-paced hotel environment.
• Strong customer-service orientation with a focus on guest satisfaction and repeat business.
• Experience supervising Front Desk, PBX, Bell/Valet, and Housekeeping operations is a plus.

Responsibilities

• Assist in overseeing daily operations of the Hotel Staff, including Front Desk, PBX, Bell/Valet, and Housekeeping/Laundry.
• Respond to guest requests, needs and problems to ensure satisfaction and repeat business.
• Implement hotel programs and supervise staff to comply with policies and maximize revenues.
• Coordinate with hotel management to ensure safety procedures and emergencies are managed smoothly.

Skills

Communication

Leadership

Guest services

Team management

Customer service

Education

High School diploma

Supervisory/management experience

Customer service experience

Property Management Software experience preferred

Job description

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With gaming, hotel, retail and restaurant positions, you can always find what you’re looking for at del Lago. Previous casino-industry experience is not required, but a friendly, positive attitude is. We’ll provide all the training you’ll need to succeed in your job and grow in your career. Whether it’s the fun of the slots or the excitement you only find at the best gaming tables, del Lago will bring the action you’re looking for. Our luxurious 205 room hotel with beds more comfy than home, services that make everyone feel like a high roller and spa treatments to soothe and rejuvenate. Wherever you’re coming from, however long you plan to stay, there’s only one destination in the Finger Lakes region that gives you everything you expect, and then some. Join a winning team today at del Lago Resort & Casino

JOB SUMMARY

Responsibility with assisting in overseeing the overall daily operations of the Hotel Staff; included but not limited to Front Desk, PBX, Bell/Valet, and Housekeeping/Laundry staff. Responds to guest special requests, needs and problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business. Implement company programs and supervise daily operations of the Front Desk, PBX, Bell/Valet, and Housekeeping/Laundry to comply with company and departmental policies, motivate associates and maximize revenues. Remain calm and alert especially during emergency situations and/or heavy hotel activity. Resolve customer complications and complaints by conducting thorough research of the situation and determine the most effective solution.

Pay Range:$62,353.20 - $65,000.00 annually.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following statements are intended as general illustrations of the work in this job class and are not all inclusive.

• Conduct him/herself in a gracious, kind, and warm manner that creates a sense of fondness, as well as professional, courteous, and responsive manner, which reflects positively on the company and its core values
• Manages and motivates the Director of Hotel Operations and leads, and staff, which includes hiring, firing, performance management, and recognition duties
• Assist in developing and implementing hotel policies and procedures
• Assist in managing and monitoring activities of all employees in the Guest Services departments making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training, and correcting where needed
• Maintains a professional and high-quality service-oriented environment
• Responsible for resolving guest complaints, problem solving, disturbances, special requests and any other issues that may arise
• Inform all Guest Services staff of daily activities, group, and VIP arrivals as well as special requests and repeat guests
• Ensure accommodation and any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate
• Assist with responsibility for Scheduling and Payroll of the department
• Assist with responsibility for managing operating expenses and purchasing for the department
• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication
• Coordinate daily activities with hotel management team daily
• Assist with monthly department meetings keeping staff informed of all activities in the hotel
• Awareness to enforce all fire-life-safety procedures
• Remain current in all updates with regards to new procedures and training
• Ensure staff is fully trained in emergency procedures as this position is a member of the hotel’s emergency response team
• Coaches, mentors, advocates for the Team Member as well as the company and is a hospitality champion demonstrating old world hospitality with charm
• Other duties as assigned

REQUIRED SKILLS AND ABILITIES

Must have ability to:

• Communicate effectively with all levels of Team Members, guests, and outside contacts
• Work effectively in a fast-paced environment
• Move around all work areas effectively and efficiently
• Work long hours, including nights, weekends, and holidays
• Extended time seated as well as on your feet

EDUCATION AND EXPERIENCE

• High School diploma, general education degree or international equivalent required
• Previous Guest Services experience in supervisory/management capacity in a full-service property required
• Previous customer service and general computer experience required
• Property Management Software experience preferred

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

In addition to the other duties described herein, every Team Member has the following responsibilities related to compliance with laws and regulations:

• Attend required training sessions offered by the hospitality department and casino
• Obtain required license(s)
• Perform the duties described in compliance with local laws and regulations
• Responsible for taking the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco
• Knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department
• Knowledge of the property’s programs to address problem gambling
• Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with gaming regulations and Internal Control
• Responsible for taking the appropriate steps to investigate exceptions, fraud, and potential

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Work With Us

Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.