Guest Services Manager

SUMMARY: 

Our Guest Services Manager creates an atmosphere that will inspire guests and employees to return, Inspiring the team to create an atmosphere of service excellence with oversight on Transportation, Valet, Bell, Outdoor Services and Concierge services. Continual training and evaluation of the products and services provided is imperative while developing guidelines and goals within the structure of the budget, achieving results through practice of prudent management techniques and cost controlling measures. A key part of every employee’s job is to serve as a Shore Lodge/Whitetail ambassador, engaging the guest at every opportunity.

ABOUT YOU: 

• You continually anticipate guests’ needs and provide exceptional service.
• You understand the timing of the steps of service and how it impacts the guest experience and correctly communicate that timing to the departmental staff.
• You are motivated by supporting your team and regularly inspect what is expected of the team.
• You exceed required standards/goals because you are motivated to achieve superior guest service. 

WHAT YOU GET TO DO:

• Greet guests; create a memorable experience that exceeds our Forbes/AAA, 4 star/diamond service goals.
• Hire, train, schedule and supervise service teams.
• Communicate clearly and effectively in a fast-paced atmosphere.
• Efficiently utilize the POS system.
• Responsible for the management and oversight of the property management and point of sale systems, including posting and adjusting charges.
• Monitor our documented service standards at all times and redirect your teams when required.
• Monitor staffing/payroll to meet Shore Lodge Whitetail Club and AAA 4 diamond service levels/profitability.
• Update and add departmental Operating Procedures as needed. 
• Maintain awareness of all safety, state & federal sanitation and security procedures relevant to the department and property. Ensure department members are familiar with and adhere to them as well.
• Maintain continual knowledge of occupancy levels, reservations, group business and special requests or functions and their potential effect on the operations.
• Support the financial/marketing goals of the division.
• Handle all guest correspondence/reservations in a timely and efficient manner, not to exceed more than a 24-hour period.
• Maintain a presence on the floor during hours of operation.
• Ensure all reporting and time sensitive needs are supplied to appropriate parties when required (historical records, financials, payroll, email, HR needs, schedules logs, etc).
• Maintain required inventories and par stock levels.
• Attend and contribute to required meetings.
• Create effective incentive/sales programs that positively affect profits, revenues and guest experiences.
• Represent the Lodge at community and industry events as necessary.
• Maintain cleanliness of real estate/fleet

 WHAT YOU NEED TO BE SUCCESSFUL: 

• Must possess a minimum Associates Degree or equivalent educational experience and 2+ years of relevant Forbes/AAA, 3/4 star/diamond service experience in Hotel Rooms or Recreation Management. 
• Maintain a positive work environment by managing, leading, working and communicating in a courteous and professional manner with all guests, co-workers and vendors.
• Lead by example, fostering departmental teamwork and collaboration.
• Maintain a valid Idaho Driver’s license and a clean driving record or preferred Commercial Drivers License.
• Strong Microsoft Office Application experience.
• Maintain a high level of organization and detail orientation while functionally multi-tasking.
• Have knowledge of the regional area, activities, the Shore Lodge, Whitetail Club amenities and services.
• Knowledge of the local and regional businesses, outdoor activities, events etc… 
• Maintain a level of self-motivation with a positive outlook.
• Prior knowledge of Emergency Medical Care and CPR Certification preferred.
• Prior use of a POS or Property Management system preferred.