Assistant Guest Services Manager - Sunriver, United States - CoralTree Hospitality

CoralTree Hospitality Sunriver, United States

3 weeks ago

Description

Overview

The Guest Services Assistant Manager provides leadership and guidance to the guest services team for the overall success of the resort. They are responsible for motivating and training staff to provide the most exceptional guest service while maintaining AAA Four Diamond standards.

They will always conduct themselves in a manner which supports Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment. The Assistant Guest Services Manager shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the destination and Employer of Choice

Responsibilities

Always posted at the front desk or in the lobby
Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest
Follows proper check-in procedures
Registers guests into computer system, verifying registration, address and credit information
Accepts payment for guests' accounts both at the time of registration and check out
Follows set procedures on posting, charges, cashing checks, safe deposits and refunds
Maintains accurate records of room availability
Be knowledgeable of all arriving/departing and in-house guests
Be knowledgeable of all tours/groups
Responsible for key control
Completes appropriate front office reports
Resolves problems arising from guest complaints, reservation and room assignment activities
Assists with the development, training and inspiration of associates for promotion
Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
Attends appropriate resort, division and department meetings
Designs and implements training programs for Front Desk team
Reviews and responds to guest feedback through Revinate and communicates information to staff to ensure continual guest satisfaction
Maintains a strong knowledge of hospitality trends and issues
Assures guest service standards are being applied by all guest services team
Conducts staff meetings as needed
Coaches and counsels team as necessary
Assists with maintaining a strong morale and spirit throughout front desk team
Maintains records for all VIPs, special requests, etc.
Maintains an up to date working knowledge of all resort amenities as well as any special events
Provides accurate directions and resort information for guests
Makes dining and activity reservations for guests
Upsells other resort services and amenities to guests
Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate
Answers incoming guest calls, transfers calls appropriately and relays messages accurately
Receives and sends guest faxes
Assists guests with incoming packages
Arranges bell service for guests
Schedules travel arrangements for guests
Assists with luggage storage and retrieval
Opens car doors for guests
Valet parks cars
Performs special deliveries or errands for guests
Delivers automobiles to guests ready to drive, which will require snow removal during winter season
Maintains traffic control ensuring fire lanes are kept clear
Provides daily custodial duties for the inside and outside of main lodge and parking areas
Be responsible for cleanliness of all guest service vehicles
Be capable of performing all the physical requirements outlined below
Resolves guest problems and is empowered to act in absence of manager
Logs all guest issues in HotSOS and provides appropriate follow-up to guest
Interacts with resort staff in a professional manner, assisting other departments with necessary information
Always maintains a professional demeanor and attitude
Communicates all pertinent information to the guest services team
Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.
Acts with responsibility towards all company property, supplies and equipment.
Maintains a professional appearance. Follows all Sunriver Resort dress code standards.
Remains alert, courteous and helpful to the guests and colleagues at all times.
Performs concierge duties in the absence of concierge
Assists with staff schedules and payroll
Performs other duties as assigned

Qualifications

High school diploma or equivalent
Prior hospitality experience highly preferred
At least one year customer service experience required
Prior supervisory experience highly preferred
Must have a valid drivers license and satisfactory background and MVR check
Must have strong working knowledge of Microsoft Office programs
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must be able to lift, carry, push & pull up to 50 lbs

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