Senior Guest Services Manager

Description

Discover Tahiti Village Resort & Spa, an island-inspired oasis.

Our all-suite resort is a family friendly destination providing guests all the comforts of home with top-level amenities and beautiful landscapes. Voted "Best of Las Vegas - Family Friendly Resort" three years in a row in part due to our amazing offerings including our sandy beach pool and tropical 1/8 mile lazy river. Our summer activities are fun and engaging, our magical mermaids swim through property multiple times a week and on the weekends we feature traditional Hawaiian Luaus parties bringing island vibes and live entertainment to our Ohana. Guests can also pamper themselves at the Mahana Spa or grab a bite and drinks at 17° South Booze & Bites featuring limited gaming.

Create magic with us …

At Tahiti Village Resort & Spa we are looking for energetic, professional team player with excellent communications skills. Positive attitude to deliver great customer experience and support our mission to create memorable experiences for ours guests.

Role

As the Senior Guest services manager, your day will be centered around ensuring that all owners, guests and visitors experience service that is far beyond their expectations. Responsibility for ensuring that technical and business matters are also important pieces the Senior Guest Services Manager position along with accuracy of guest information, however SERVICE from the team is the primary focus. 

Responsibilities

• Be efficient, courteous and professional to achieve maximum customer satisfaction while complying with all Standard Operating Procedures and Standard of Service. 
•  Create, reinforce and streamline processes: to register guests into room, data entry accuracy, accommodating special requests whenever possible, handling guest check-in and check-out in accordance to hotel credit and cash handling policies in an efficient and friendly manner, resolving customer complaints and answering guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc. 
•  Support the Director of Guest Services in all operational and business matters.
•  Effectively handle and fulfill all guest requests and guest issues. 
•  Model the Guest Service Standards developed for the resort. 
•  Assist in the Recruiting, interviewing, hiring and monitoring of new employees. 
•  Ensure coaching, counseling, and disciplinary actions are documented, filed and submitted to Human Resources.
•  Review and approve Timecards and PTO request.
•  Maintain a flexible work schedule. 
•  Maintain proper scheduling of employees to include auditing of employee work time. . 
•  Ensure safety compliance at the front desk and in all office areas. 
•  Assist in processing invoices and maintaining positive financial goals  
•  Promote positive inter-departmental relationships.  
•  Perform all other job requests as assigned by management. 
•  Effectively lead the team to provide the highest level of service 
•  Assist in leading the team to be problem solvers and empower the team 
•  Schedule the Bi-monthly Guest Services Departmental Meeting.
•  Ensure that the Assistant Guest Service Managers and Supervisors are supporting the service levels required for the team. 
•  Be the liaison between Housekeeping, Front desk and Marketing to ensure positive relationships that benefit the efficiency of the departments.
•  Assist in the Handling of guest service issues that pass through the front desk whether in person or the via phone. 
•  Assist in Processing and effectively communicate all guest survey comments as it relates to Front Desk both internal and through RCI.
•  Assist in the Monitoring of credits issued to guest folios to ensure this is not overused
• Other duties as assigned.

Requirements

• Proficient in MS Office: Outlook, Word and Excel. 
• Excellent oral and written English communication skills. 
• Excellent customer service skills. 
• Minimum of three years of management experience. 
• Must have professional appearance. 
• Basic math and forecasting skills. 

*EEO Employer

WORK POSTURE REQUIREMENTS

• Sitting: Constantly
• Standing: Frequently
• Walking: Frequently
• Driving: Rarely
• Bending (from waist): Occasionally
• Crouching (squat): Occasionally
• Kneeling: Occasionally
• Crawling: N/A
• Climbing (stairs): Frequently
• Climbing (ladder): N/A
• Twisting: Rarely
• Reaching: Frequently
• Wrist Motion: Constantly

Carrying Requirements

• Items Carried: Office supplies
• Distance:10 feet
• Times Per Day: 2
• Maximum Weight: 25 LBS

Moving/Lifting Requirements

• Items Moved/Lifted: Office suppplies
• Times Per Day: Occasionally
• Maximum Weight: 25 LBS

Moving/Lifting Levels/Heights

• Floor: N/A
• Knee: N/A
• Waist: N/A
• Chest: N/A
• Overhead: N/A

Push/Pull Requirements

• Chair on wheels several 

Environmental Conditions

• Inside/Outside: Yes
• Hot/Cold Temperatures: Yes
• Wet: No
• Noise: No
• Power Equipment: No
• Traffic Hazards: No
• Chemical Hazards: No
• Heights: No
• Dust: No
• Close Quarters: No
• Fumes/Odors: No