Job Title: Guest Services Manager

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

Status: Full Time

Step into the vibrant world of hospitality at Monarch Casino Resort Spa! Dive into a world of dynamic roles, each offering growth and adventure. Elevate your skills, connect with people from around the globe, and be part of a team that turns every stay into a memorable experience.

Under the Hotel Manager's direction, this role oversees Front Desk operations, focusing on five-diamond guest service, talent management, and team relations. The manager ensures compliance with all employment applicable federal, state and local employment related laws, and is expected to act with initiative, professionalism, integrity, and confidentiality. They support the Monarch Casino Resort Spa's Vision, Mission, and Values, inspiring others to pursue these goals.

RESPONSIBILITIES

• Responsible for managing the performance of the Front Desk to meet department and property business objectives.
• Coaches and manages Team Members.
• 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.
• High School Diploma required.
• 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.

• Ethics: Treats others with respect, keeps commitments, and upholds organizational values with integrity.
• Leadership: Inspires and motivates others, provides vision, accepts feedback, and recognizes contributions, displaying passion and optimism.
• Written Communication: Writes clearly, edits for accuracy, adapts style as needed, and effectively presents data.
• Problem Solving: Identifies and resolves issues promptly, analyzes information, develops solutions, and collaborates in group settings.
• Strategic Thinking: Develops strategies aligned with organizational goals, analyzes strengths and weaknesses, and adapts to changing conditions.
• Judgment: Makes sound decisions, explains reasoning, includes relevant stakeholders, and acts promptly.
• Planning/Organizing: Prioritizes tasks, efficiently uses time, sets goals, and creates realistic action plans.
• Business Acumen: Understands the business impact of decisions, demonstrates market knowledge, and aligns work with strategic goals.
• Professionalism: Acts tactfully, handles pressure well, respects all individuals, and takes responsibility for actions.
• Quality: Ensures accuracy, seeks improvement, applies feedback, and monitors performance.

The Front Desk Guest Services Manager works on-site at the casino, regularly interacting with customers, team members, and vendors. The work schedule may vary, including weekends and evenings as needed.

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.

BENEFITS:

• Enhanced health, dental, and vision insurance, along with a flexible spending account.
• Education, tuition, and certification reimbursement (up to $6,000 per calendar year).
• Growth opportunities available within department/company.
• Access the team dining hall with one free hot meal per shift.
• Company-matched 401k.
• Paid time off and six observed holidays.

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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 Monarch’s intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.