Guest Services Manager

Overview

Job Title: Guest Services Manager

Salary/Shift: $60,000- $65,000

Status: Full Time

Luxury matched only by the sublime beauty of the Colorado Rockies awaits you in our all new ULTIMATE resort. Experience everything that surrounds our beautiful location in the heart of the Rocky Mountains, including world-class skiing, fishing and horseback riding.

Impeccably appointed guest rooms featuring vaulted ceilings, spacious floor plans, and unique designs. We accounted for every creature comfort including specialty bath and body products to compliment luxury furnishings.

There are many great advantages to work in our Hotel department:

• Free Hot Meal per shift
• Non-smoking environment
• Subsidized transportation
• Flexible Schedules
• Career Advancement
• Beautiful, modern, fast paced work environment that you can take pride in
• Vibrant brand NEW hotel!

Responsibilities

Under direction of the Hotel Manager, this position is responsible for the Hotel Front Desk activities with emphasis in the areas of five diamond guest service, talent management and team member relations. The Guest Services Manager will ensure the organization is in compliance with all applicable federal, state and local employment related laws. The Front Desk Guest Services Manager, as with all members of the Monarch Casino Resort Spa Team, is expected to conduct himself/herself in a manner which demonstrates initiative, professionalism, personal awareness, integrity, and exercises confidentiality in the appropriate areas of his/her performance. The Front Desk Guest Services Manager shares in the Monarch Casino Resort Spa support of the companys Vision, Mission, Values, and consistently performs all functions in a fashion that inspires and motivates others to actively pursue them.

• Responsible for managing the performance of the Front Desk to meet department and property business objectives.
• Coaches and manages Team Members to consistently deliver five diamond service to guests.
• Responsible for scheduling, training and any coaching or disciplinary matters in relation to company and department policies.
• Assumes the responsibility for the accurate completion of all shift work in accordance with Monarch standards.
• Resolves guest complaints and ensures guest satisfaction.
• Completes reports and projects as assigned by Hotel Management.
• Works closely with other departments such as PBX, Reservations, VIP Services and Housekeeping.
• Performs other incidental and related duties as required and assigned.

Qualifications

TECHNICAL/PROFESSIONAL KNOWLEDGE (Knowledge/Skills, Education, and Experience)

• Minimum of 2 years experience in Hotel Front Desk experience in a management role at a high-occupancy resort
• Exceptional written and verbal communication skills
• Computer proficient
• Ability to read and analyze reports and guest folios
• Ability to manage hotel inventory and pricing in a fast-paced environment

DESIRED COMPETENCIES

• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with ethical integrity; Upholds organizational values.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality

The Front Desk Guest Services Manager works on-site at the casino and interfaces with external/internal customers, Team Members, and vendors on a regular basis. The positions work schedule varies and may include Saturday/Sunday and evening work depending on the needs of the operation.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

• High School Diploma preferred.
• Experience preferred.
• Must be friendly, approachable and team oriented.
• Must have good communication skills.
• Ability to work well with others and alone.
• Must be able to stand and for extended periods of time.
• Must be able to work all shifts, weekends and holidays.

DESIRED COMPETENCIES

• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with ethical integrity; Upholds organizational values.
• Communication - Communicates clearly and informatively; able to read and interpret written information.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Not only does Monarch offer a luxury experience for guests we offer luxury benefits to our Team Members as well!

Full Time Team Members (30+ hours) will enjoy the following benefits and perks:

• 2 Weeks PTO within your first year of employment
• 6 Observed Holidays and Holiday Pay
• Health Benefit Insurance Package after 90 days includes: medical, dental, vision, life insurance, short term disability, 401k with company match

Part Time and Full Time Team Members (TMs) will enjoy the following benefits and perks:

• 1 Free Hot Meal per shift and Unlimited Beverages
• Up to 48 hours of Sick Pay for Team Members Under 30 hrs per Week
• 80% Subsidized Bus Transportation Options - most GRAVE positions 100% Subsidized
• Free Covered Parking
• Education/Tuition/Certification Reimbursement (up to $6,000 per calendar year)
• Wardrobe/Uniforms and Dry Cleaning Provided Free of Charge for most positions
• Career Development and Advancement Programs
• Team Member Anniversary Recognition (earn resort credit, vacation trips and more!)
• Team Member Hotel, Retail, and Spa Discounts

Dont want to drive to Black Hawk? You dont have to! Check out these casino bus routes at www.casinoshuttle.com or www.aceexpresscoaches.com. As a Team Member of Monarch we subsidize your bus transportation from 80% up to 100%!

An Equal Opportunity Employer: Monarch Casino Black Hawk does not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is Monarchs intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.