What are the responsibilities and job description for the Front Services Manager position at Grand Sierra Resort and Casino?
SUMMARY
The Front Services Manager oversees all Guest Services operations, including Valet, Bell Desk, Transportation and VIP Services 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 include the following. Other duties may be assigned.
- Oversees daily operations for Valet, Bell Desk, and Transportation
- Maintain and update all operational manuals
- Provides coaching and discipline when necessary
- Responsible for all interviewing, hiring and training of Team Members
- Builds and maintains proper rapport with all departments regarding guest and Team Member related items.
- Ensures completion and accuracy of all daily duties and reports.
- Maintains efficiency in staffing and scheduling for all areas under their direct supervision, creating or approving all posted schedules
- As needed, will step in to any area under their supervision to act in that capacity to help when busy or low staffed
- Ensures staff is updated with new communication, including policies and procedures, tournaments, promotions, etc.
- Maintains appropriate inventory of required supplies and promotional items.
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
Assesses and provides high level of guest satisfaction to ensure guest loyalty.
- Maintain high standards of courtesy, hospitality, friendliness, and professionalism.
- Make constant contact with both internal and external guests to provide optimal guest service. This includes contact with various hotel departments in an effort to provide/obtain pertinent information needed to ensure proper guest service is provided.
QUALIFICATIONS
2 years Hotel experience is required. Previous Guest Services experience preferred. 2 years minimum practical experience; any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
EDUCATION
Any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
LANGUAGE SKILLS
Excellent communication skills both written and oral. Must possess interpersonal skills to deal effectively with business contacts and employees at all levels of the company. Must possess a strong attention to detail and presentation skills.
Results oriented, hands-on professional with the ability to deal effectively and interact well with the customers and employees. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, percent, and to create and interpret bar graphs.
REASONING ABILITY
Ability to define problems, collect data, establish facts and draw valid conclusions through decisive judgment. Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form.
CERTIFICATES, LICENSES, REGISTRATION
Must obtain and maintain Alcohol Awareness Card. Must produce driving record from DMV annually to present to management to remain in position.
Other Qualifications
Must be a minimum of 21 years of age. Must be proficient in Microsoft Office Products: Word, Power Point, Publisher, Outlook; expert in Excel. Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.
