Guest Services Manager

The Coyote Valley Wyndham Garden Hotel (“Hotel”) is a beautiful, new 99-room facility with a pool, gym, and conference rooms located on the Tribe’s reservation adjacent to the Coyote Valley Casino. The facility will open in the summer of 2023. 

The Hotel is seeking a Guest Services Manager to help us launch and operate a first class hospitality property. We pride ourselves on being one of the most innovative and forward-thinking Tribes in Northern California. We owe that to the hard-working team we have at the helm. We are in a growth stage and we want employees who will help us make our new property a success. 

We are looking for an active customer-focused team player with exceptional sales skills to be our Guest Services Manager to be in charge of overseeing all front office staff and operations to ensure that our guests have a wonderful stay. Other responsibilities include hiring and training staff, resolving guest problems or complaints, and increasing the profitability of the hotel by improving occupancy rates through up-selling strategies. Our ideal candidate has two or more years in a team management role, preferably in hospitality. 

Essential Functions and Responsibilities

1.           Maintain a high level of guest satisfaction by overseeing the front office activities.

2.           Evaluate front-office team members' performance while also hiring, training, encouraging teamwork, and setting a high level of customer service standards.

3.           Ensuring all Wyndham Garden franchise requirements for customer service are met and communicated to team members.

4.           Increase occupancy and profitability by developing and promoting hotel services and amenities through up-selling strategies

5.           Address all guest complaints, concerns, or incidents in a polite, timely, and responsive manner.

6.           Create financial and operational strategies for the guest service department that are consistent with the hotel's overall goals in the short and long term.

7.           Assess staffing needs, and recruit staff using methods such as newspaper advertisements or attendance at job fairs.

8.           Establish standards for personnel performance and customer service.

9.           Review work procedures and operational problems in order to determine ways to improve service, performance, and/or safety.

10.        Schedule staff hours and assign duties.

11.        Use social media, review sites, travel sites and technology platforms to promote the Hotel and monitor and address any concerns found on these platforms.

12.        Must maintain strict confidentiality during and after employment.

13.        Perform other duties as assigned.

14.        Able to assists with Hotel and other Tribal events including setup, cleanup, etc.

15.        Must maintain professional behavior with positive representation of the Tribe and Hotel while on and off the clock.

Minimum Qualifications

To perform this job successfully, an individual must have at least:

1.           High school diploma or GED; bachelor’s degree in related field is preferred;

2.           Must have previous experience working in the hospitality industry;

3.           Three (3) years of experience as Guest Services Manager or related position;

4.           Understands how to communicate (written and orally), negotiate, and network effectively (strong interpersonal communication skills);

5.           Good organization and time management skills;

6.           Ability to read and understand financial documents (budgets, invoices, etc…);

7.           Experience in fiscal management and budgeting;

8.           Knowledge in Microsoft Excel, Word, Power Point, and Outlook;

9.           Must have the ability to resolve problems in a diplomatic and tactful manner; and

10.        Must have a valid Driver’s License, be insurable, and own transportation and/or have the ability to obtain a California Driver’s license.

The Coyote Valley Wyndham Garden Hotel is a beautiful, new 99-room facility with a pool, gym, and conference rooms located on the Tribe’s reservation adjacent to the Coyote Valley Casino. The facility will open in the summer of 2023.