Assistant Guest Services Manager $58,760 - $70,470/Yr, DOE

About the position

This position assists the Guest Services Manager with the daily operations at the Grand Lodge on Peak 7 guest services team, specifically overseeing the Activities staff as well as the GL7 Market. This position also assists with the supervision, training and development of all Front Desk and Activities staff. Additionally, this position assists in overseeing the stock of inventory and supplies, establishes reliable supply vendor relationships, closely monitors department expenses and invoices, and develops and maintains the department budget(s). The application window closes on May 2nd.

Responsibilities

• Assist the Guest Services Manager in day to day operations for the guest services team, specifically the Activities staff and GTL Market.
• Follow the Results Leadership operating procedures when recruiting, hiring, training, retaining, developing, coaching, scheduling, reviewing, disciplining and terminating staff.
• Assist in delegating daily work tasks and projects and check the work of all staff to ensure quality control.
• Ensure staff is productive.
• Work with the Front Desk Supervisor to provide training for new front desk associates.
• Work with staff to resolve issues, always giving consideration to what the guest or owner deems appropriate.
• Handle any guest or owner that the staff is unable to assist.
• Consult with department managers on issues, as needed.
• Perform Front Desk and Activities staff evaluations and coaching meetings.
• Provide feedback and coach employees on ways to improve their performances and establish goals.
• Follow up with employees to evaluate progress and ensure improvement.
• Establish, communicate and reinforce Company policies, procedures and standards with the staff.
• Monitor Front Desk and Activities staff performance and measurable results, and manage individual performance.
• Keep accurate Front Desk and Activities staff performance records to ensure job performance accountability.
• Handle and track all staff tardiness, sick days and absenteeism.
• Develop and maintain fiscal year budget for the GTL Market and be able to explain any variances.
• Assist with budget forecasting.
• Assist Housekeeping and Engineering departments with room moves, special cleans, stay overs and other room related requests.
• Oversee stock of inventory of the GTL Market and ensure orders are placed as needed.
• Verify deliveries are received.
• Establish and secure reliable vendor relationships for the GTL Market supplies.
• Obtain quotes and prepare cost comparisons as necessary.
• Ensure lowest pricing is always negotiated and obtained.
• Act as liaison between vendors.
• Assist Guest Services manager in evaluating, taking action and closing the loop on all feedback.
• Meet NPS goals.
• Assist in ensuring all Owner Surveys are responded to.
• Assist Guest Services Manager in monitoring department expenses and purchases.
• Help to review and approve all invoices and purchases to ensure accuracy, utilizing the company software.
• Perform monthly financial and production cost analyses, specifically for the GTL Market.
• Create, update and distribute weekly staff schedules, ensuring proper coverage for vacation and sick days.
• Cover shifts as needed.
• Assist Guest Services Manager in communicating pertinent information to staff regarding home department, safety and company related information and changes.
• Assist in handling timesheet corrections, time off approvals and the proper review and approval of bi-weekly staff timesheets by HR deadline.
• Assist with Activities and Front Desk duties as necessary.
• Complete a variety of administrative duties such as developing and editing training materials and procedures for the Front Desk and Activities team.
• Create or update job descriptions and complete forms for Human Resources.
• Handle all employee accidents, injuries and worker compensation claims, notify HR and complete appropriate documentation.
• Uphold and ensure all staff upholds the Hospitality Standards, Company Culture and Department Core Standards and observe all Company policies and procedures.
• Be the 'End of the Line' and resolve every situation inherited, not passing it along, whenever possible.
• Follow up on any situation that is not fully resolved at the time of the initial request.
• Strive to close the loop (alleviate or eliminate issues) on any situations that cannot be fully resolved.
• Respond promptly to all email and voicemail correspondence.
• Maintain a positive working relationship with all contacts, always being helpful and courteous.
• Adhere to Company appearance standards at all times; dress professionally and wear name badge when required.
• Attend, support, develop and/or conduct company training sessions and department meetings.
• Attend outside training sessions as needed.
• Organize staff 'SPIF's' and one 'Listening Session' each year with the entire staff.

Requirements

• Bachelor's degree (B.A.) from four-year College or university or three to five years related experience and/or training or equivalent combination of education and experience.
• Good understanding of Microsoft Office programs (Word, Excel & Outlook) with a minimum of one year of experience.
• Ability to operate office equipment such as calculator, copier, fax, phone and scanner.
• Ability to type by touch, operate a personal computer and accurately record time worked, in the correct department, using the Company time keeping system.
• Must be familiar with the internet and possess the ability to navigate it.
• Reliable mode of transportation to run errands and travel to mandatory trainings and meetings off property.
• Requires one – two years previous supervisory experience.