Guest Services Manager

Essential Duties and Responsibilities

• Ensures compliance with the Kalispel Tribe of Indians- Internal Controls, and Northern Quest Policies and Procedures.
• Responsible for assisting in writing, implementing and updating policies and procedures to meet the continuing changes for the Resort environment, Team Members, guests, services and vehicles of the Resort.
• Provide day to day leadership and direction
• Responsible for the completion of weekly payroll and correction of payroll related issues.
• Handles guest complaints/requests expeditiously
• Monitors required paperwork needed from team members for timely completion and accuracy.
• Monitor all public parking lot areas and make recommendations or decisions based on immediate needs
• Writes and delivers team member evaluations, ensuring they are completed in a timely manner.
• Make recommendations for parking lot and parking garage directional signage
• Schedules and attends department and team meetings to ensure effective communication.
• Monitors staffing levels with emphasis on increasing efficiencies and productivity through improving work schedules and work practices
• Be constantly aware of previous night hotel arrival and departure situations as it relates to guests in all areas, changes in forecast for the demands of the week, for Shuttle and Hotel Valet Staffing.
• Staff Transportation department according to business levels and demands of the Resort
• Responsible for maintaining monthly fuel and other vehicle expense records for Northern Quest vehicles.
• Make recommendations on capital purchases regarding fleets

• Schedule regular maintenance of Northern Quest vehicles.
• Daily and weekly payroll monitoring to ensure maximum productivity and service, while staying within budgetary guidelines
• Available and willing to work any changes in hours deemed necessary for Business Levels.
• Adhere to AAA 4 Diamond and Forbes 4 Star Service Standards.
• Responsible for maintaining a consistent, regular good attendance record.
• Completes all dates/prioritized goal and objectives in a timely manner
• May be required to be a panelist for the Internal Review Hearings.
• Ensures that OSHA regulations are complied with, within the department
• Ensures the highest possible standards of guest satisfaction and Team Member relations are maintained and carried out in a fair and equitable manner in an environment conducive to that goal.
• Maintain effective communication with the Hotel Front Desk Manager.
• Oversees recruiting, training, hiring, counseling, proper personnel file documentation and firing of staff within Transportation department.
• Develop Key Performance Indicators (KPI’s) for department performance monitoring
• Ensure all Team Members understand and practice core purpose and core values
• Monitor all Soft Ware and Devices to ensure it is in working order daily
• This job description does not list all the duties of this position. You may be instructed by management to perform other duties as assigned

Supervisory Responsibilities

Directly supervises 6 team members including Transportation Shift Supervisor(s), Bell Captain(s) and the Vehicle Maintenance Team. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable law. Responsibilities include scheduling, interviewing, hiring, and training team members; planning, assigning and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. Maintain vehicle maintenance logs for all Northern Quest vehicles.

Education

• Associate degree (A.A.) or equivalent from two-year college or technical school.
• Four-year degree (B.A.) a plus.

Experience

• 4 or more years’ supervisory experience; or equivalent combination of education and experience.
• Supervisory experience in Transportation Departments or Guest Service Department or related programs in a resort or other entertainment environment experience preferred.
• Experience in a 250 room four star/four diamond hotel a plus.
• Direct experience in an organization development role strongly preferred.

Skills

• Proficient in the use of Microsoft programs and other computer software.
• Knowledge of Washington Transportation and Federal DOT laws.
• Ability to work with mathematical concepts such as probability, fractions, percentages, and ratios to practical situations.
• Ability to establish procedures for the effective implementation of the Resort Operations Manager’s directives. Prepare complex reports, correspondence, charts, layouts, forms, handbooks, memoranda, and other information and instructions.
• Ability to analyze and solve complex management problems having non-standard solutions.
• Skill in effectively communicating information through verbal and written correspondence to team members, managers, clients, guests, and the general public, including writing reports, business correspondence and procedural manuals.
• Skill in solving practical problems and dealing with situations where only limited standardization exists.
• Excellent organizational, communication and leadership skills.
• Knowledge of principles and practices of general business administration including personnel practices and employment laws, program budgeting, general accounting, financial analysis, and fiscal management practices.
• Skills in assessing operations, program, staffing and fiscal needs.
• Skill in identifying and resolving administrative problems under pressure conditions.

Other Requirements

• Ability to obtain and maintain a Tribal Gaming License and a Class III Gaming License.
• Possess a valid Driver’s License and the ability to obtain a CDL Transportation Endorsement (Must be in possession while operating a Tribal Vehicle).
• Work nights, weekends and holidays as required.

Physical Demands

• Requires the ability to lift and/or move objects weighing up to 30 pounds.
• Constantly requires the ability to give and receive detailed information through verbal communication.

• Constantly requires verbally expressing or exchanging ideas of important instructions accurately, loudly, or quickly.
• Constantly requires working with fingers rather than the whole hand or arm.
• Constantly requires repetitive movement of the wrists, hands and/or fingers.
• Often requires walking or moving about to accomplish tasks.
• Occasionally requires standing and/or sitting for sustained periods of time.
• Occasionally requires ascending or descending stairs or ramps using feet and legs and/or hands and arms.
• Occasionally requires raising objects from a lower to a higher position or moving objects horizontally.
• Occasionally requires stooping which entails the use of the lower extremities and back muscles. Infrequently requires crouching.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is occasionally exposed to tobacco smoke, moving mechanical parts and fumes or airborne particles. The worker is frequently subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions and to wet and/or humid, cold, icy, and snowy conditions. The noise level in the work environment is usually moderate.