Job Description

SUMMARY

The Front Services Manager oversees all Guest Services operations, including Valet, Bell Desk, and Transportation to ensure quality and guest satisfaction. The Guest Services Manager will be responsible for upholding Grand Sierra Resort’s high service standard through the training and professional development of all Team Members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary duties and responsibilities include, but are not limited to, the following:

• Oversee daily operations for Valet, Bell Desk, and Transportation.
• Maintain and update all operational manuals.
• Interview, hire, train, and coach all front service team members.
• Build and maintain proper rapport with all departments regarding guest and team member related items.
• Ensure completion and accuracy of all daily duties and reports.
• Maintain efficiency in staffing and scheduling for all areas under their direct supervision, including creating or approving all posted schedules, utilization of forecasting reports, and reviewing business demands throughout the year in the payroll system.
• Step in to any area under their supervision to act in that capacity to help when busy or low staffed.
• Ensure staff is updated with new communication, including policies and procedures, tournaments, promotions, etc.
• Maintain an appropriate inventory of required supplies and promotional items.
• Ensure bell carts are checked regularly for issues and sent for repair as necessary.
• Use and maintain tracking system (Amadeus) for vehicle issues and repairs on a daily/weekly basis in coordination with the Transportation Supervisor.
• Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
• Assess and provide a high level of guest satisfaction to ensure guest loyalty.
• Make constant contact with both internal and external guests to provide optimal guest service. This includes contact with various hotel departments to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Create and maintain SOP’s for all valet, bell desk, and transportation systems and procedures as needed within operational areas to ensure efficiencies and consistency of team member tasks.
• Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES

• Must be proficient in Microsoft Office Products: Word, Power Point, Publisher, Outlook; expert in Excel.
• Results oriented, hands-on professional with the ability to deal effectively and interact well with guests and team members. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Ability of simple reading, writing, math, and complex task completion skills is required.
• Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, driving, following instructions, influencing others, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

EDUCATION and/or EXPERIENCE

Minimum 2 years’ hospitality management experience is required including transportation/bell desk/valet areas or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

CERTIFICATES AND LICENSES

• Must be able to maintain appropriate Alcohol Awareness card.
• Valid driver’s license and must produce acceptable DMV MVR report per GSR SOP annually in order to remain in position.

PHYSICAL DEMANDS

• While performing the duties of this job, the team member is frequently sitting, occasionally standing, walking, and bending during over the duration of their shift.
• Must be able to push/pull and lift/carry 75lbs or less occasionally.
• Team member will occasionally be required to drive dependent on daily shift needs.
• The team member will occasionally have dominant light grasping motions of their hand.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Work performed indoors and outdoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others on extended shifts around possible moving objects, computer equipment and other electrical devices.
• The noise level in the work environment is usually loud.
• Team Member may be exposed to extreme heat, extreme cold, wet and/or humid conditions, dirt/dust, fumes/odor and/or secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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