Overnight Guest Service Manager

Golden Road Motor Inn DBA Atlantis Casino Resort Spa; Reno (NV); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Comprehensive benefits

401K retirement plan + discretionary/"

Tuition reimbursement program

Paid vacation

Holiday pay

Weekly resort prizes

Free daily meal

Internal advancement

Job summary

Atlantis Casino Resort Spa in Reno, Nevada, is seeking an Overnight Guest Services Manager to supervise the Front Desk team, train staff, and ensure seamless daily operations in alignment with our service standards. The role emphasizes professionalism, confidentiality, and a commitment to guest satisfaction.

The position involves hands-on supervision, staff development, and collaboration with the Front Desk Manager to meet hotel goals, with a focus on creating memorable guest experiences in a

Qualifications

• Clear verbal and written communication with staff and guests.
• Ability to train staff and transfer duties effectively.
• Maintain composure and professionalism under pressure.
• Resolve guest issues quickly and effectively.
• Read and understand registration cards, confirmations, and vouchers.

Responsibilities

• Supervise Front Desk Guest Service Representatives to ensure duties, standards, and decision making.
• Assist Front Desk Manager with daily Front Desk operations and shift coverage.
• Handle guest service issues at the Front Desk per hotel goals and standards.
• Lead and conduct training for Guest Service Representatives.
• Help develop training programs for ongoing improvements.
• Support process improvements for feasibility and effectiveness.
• Perform all essential Front Desk duties as needed.
• Assist in setting department goals with the manager.
• Provide ongoing guest service training and monitor standards.

Skills

Staff supervision

Training & development

Customer service

Communication skills

Job description

At Atlantis Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Overview

Come join Team Atlantis! The Overnight Guest Services Manager will be responsible for hands on supervision, training, and seeing to the completion of the daily operational functions of the Front Desk in conjunction with and under the direction of the Front Desk Manager. The incumbent in this position, as with all members of the Atlantis 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. This position shares in the Atlantis 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.

Responsibilities

• Supervises Guest Service Representatives (GSR) at Front Desk for the purpose of completion of duties, performance standards, giving direction, and decision making.
• Assists Front Desk Manager with overall operations of Front Desk, and assumes responsibility for completion of shift work up to standards and according to established procedures.
• Handles all guest service issues as they arise at the Front Desk up to the standards established and in accordance with the goals and objectives of the hotel.
• Performs majority of training for GSRs.
• Assists in the development of training programs as needed.
• Makes recommendations in development of process for the purposes of feasibility and effectiveness.
• Able to perform all essential job functions of a GSR.
• Responsible for creating position goals and assisting department manager with completion of department goals.
• Guest Service training of the team, and constant monitoring of those standards.
• Issuing of new Monarch Rewards (gaming cards) – gaming license needed.
• Other assignments as assigned my management.
• While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk, and hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Qualifications

• Ability to communicate verbally and in writing with staff members and guests when answering the phone lines, giving information, registering guests, and answering questions.
• Able to clearly transfer and demonstrate job duties to staff for the purposes of training and instruction from written and verbal sources.
• Perform and work effectively under pressure with a calm demeanor.
• Resolve problems quickly and effectively.
• Able to read and understand documents such as registration cards, guest confirmation, computer printouts, memos and vouchers, guest folios.
• Able to do math calculations of room charges.
• Process payments for departing guests.
• Operate office machinery such as computers, printers, photocopy and fax machines, credit card imprinters.
• Must be able to work flexible hours including potential time beyond normal shift hours when necessary.
• Possess a positive, service-oriented attitude.

Must adhere to all appearance standards, including but not limited to no “visible” tattoos/piercings or unnatural hair colors.

Some of the ways we accomplish this is by offering the following:

• Comprehensive benefits (medical, dental, vision, supplemental coverage)
• 401K retirement savings plan + discretionary match
• Education Tuition Reimbursement Program
• Paid Vacation
• Holiday Pay
• Weekly Resort Prizes
• FREE daily meal
• Internal Advancement

We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for.

Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.

Working at Atlantis Casino Resort Spa in Reno, Nevada, offers a unique and rewarding experience that sets it apart as an employer of choice in the hospitality and gaming industry. Here are several compelling reasons to consider a career with us, reflecting our commitment to excellence, Team Member growth, and a vibrant workplace culture.

Thanks to its nationally recognized excellence and innovative sustainability practices, Atlantis Casino Resort Spa is an exceptional place to work for anyone seeking a meaningful and dynamic career in hospitality. Atlantis is recommended by Forbes Travel Guide, with accolades from AAA, TripAdvisor, and Wine Spectator.

Atlantis delivers a culture of high standards and professional pride, where team members have the opportunity to be part of a Four Diamond resort experience and contribute to award‑winning venues like the Forbes 4 Star Spa and the Atlantis Steakhouse.

Our team members thrive in a company that leads in environmental stewardship—being the first in northern Nevada to implement eco‑forward programs like organics recycling and biodiesel fuel usage.

Atlantis isn’t just a place to work—it's a place to grow, be inspired, and make a lasting impact.