Guest Services Manager

THE ROLE

 

The Guest Services Manager is responsible for providing a value-added experience to all Resort guests. The GS Manager is accountable for developing one-on-one relationships with all internal and external guests. The GS Manager is responsible for the strategic and daily operation of the Players Club Center, Coat Check and Gift Shop and Guest Service staff. The GS Manager brings relationship building skills, problem solving abilities, and leadership to the role. The GS Manager develops and leads the team including the Database Analyst, Guest Service Assistant Managers and Shift Leaders as well as front line associates. The GS Manager is accountable for ensuring the success of the loyalty system and program (hardware and software) and for leading and managing a team of assistant managers and front line associates. This position is also responsible for developing the Resort Club membership. This position is critical in coordinating the guests experience from staff contact, loyalty programming, Gift shop operation, Players Center and coat check operation.   

They will promote the resort and maintain the highest level of customer service. The GS Manager will exemplify the values of community, respect, excellence and empowerment.

 

• Liase with other department associates in guest satisfaction resolution and Resort Club programming 
• Responsible for overseeing the activities of Guest Services Supervisors, Database Analyst, Guest service Representatives
• Staff: Hiring, coaching, disciplinary action, termination and scheduling
• Strategic development of Resort Club programming
• Daily execution of operational goals and objectives
• Manage Players Center, Coat Check and Gift Shop
• Manage Loyalty database and programming
• Implement Resort Club promotions and events in cooperation with promotions staff and marketing/ communications managers
• Represent the Resort and be available to answer any questions guests may have
• Manage internal creston music system and digital signage
• Manage resort kiosks
• Work with Bus Tour coordinator
• Maintain cigarette machine
• Any other duties as required

 THE INDIVIDUAL

 

• Minimum 5 years cash handling or retail experience
• Hospitality or Marketing education an asset
• Proficient in Microsoft Applications: word, excel, power point and outlook
• Supervisory or Management training
• Highly organized, able to multi task and empower a team of great individuals.

• Minimum five years experience in the gaming,  promotions, events, hospitality, or customer-service industry
• Minimum five years experience in a Supervisory or Management role.

 

WE OFFER

• A competitive salary and benefits package.
• A subsidized associate dining room.
• A ground floor opportunity to build HR skills in an interesting and challenging environment.

 

WORKING CONDITIONS

The Schedule for this position may vary and would require the ability to work shift work, late nights, weekends and holidays.