Guest Services Manager

Location: Waterloo, NY, US, 13165 | Property: Del Lago Resort & Casino

About the role

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.

Responsibilities

• 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

Requirements

• High School diploma, general education degree or international equivalent required
• College degree in Hospitality/Hotel Management preferred
• 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

Qualifications

• 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