Guest Services Manager (The LINQ LV)

Position is responsible for supervising the daily operation of the Front Office area. The main areas of supervision include: Front Desk and VIP Services. Recommends and implements services and procedural changes. Monitors and controls expenses within approved budget constraints.

• Supervise the Front Desk and VIP employees; interview, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications and recommend discipline and termination as appropriate.
• Develop Standard Operating Procedures which govern the daily operations of the guest service area.
• Supervise for compliance of Standard Operating Procedures, safety regulations and ensure the optimal level of quality service and hospitality are provided to the hotel guests.
• Coordinate and supervise the activities and foster good relations with event coordinators, meeting planners, on-site contacts, travel organizations, limo services, etc., to provide the maximum level of quality service.
• Assist the Sales and Marketing Departments in attracting and retaining customers by providing customers top quality customer service.
• Provide information and assist employees in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Monitor the Department budget to minimize expenses.
• Implement emergency training procedures to ensure appropriate protection of the hotel guests, staff and company assets.
• Maintain a knowledge of emergency procedures including guest related responsibilities and evacuation procedures.
• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
• Perform other tasks as assigned by the Hotel Operations Manager.

EDUCATION AND EXPERIENCE:

• One to two years of post high school education.
• One to two full years of employment in a related position within this company or other hotel organization(s).

OTHER MINIMUM QUALIFICATIONS:

• Requires thorough knowledge of guest services and the hotel services, policies, procedures and operations, Front Desk and Casino/VIP Operations. General knowledge of other hotel departments.
• Supervisory/management skills.
• Requires the ability to compile facts and figures.
• Ability to make occasional decisions guided by established policies and procedures.
• Oral and written communication skills.
• Ability to develop and enforce Standard Operating Procedures.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to work flexible hours including evenings, weekends, and holidays as needed.
• Must be able to stand or walk for an extended for the entire shift.
• Must be able to speak, read, write and understand English.
• Must be able to tolerate areas containing second hand smoke.
• Ability to maintain regular, predictable attendance according to schedule
• Fast paced environment, multiple tasks to be handled under time constraint.
• Must be able to handle a heavy business volume, and sensitive situations relating to team member and guest problems, in a timely manner.
• Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives. 
• Respond to visual and aural cues.
• Must have manual dexterity to operate all office equipment.
• Must be able to recognize and respond to individuals with questions.
• Must be able to maneuver around office and property.
• Must be able to work independently.
• Must be able to lift and carry 10 pounds.
• Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job.