Guest Services Manager: Luxury Resort Experience

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

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.