Front Desk: Guest Services Manager

Madden's is an award-winning resort, located on more than 1,000 acres, that anticipates the wishes and desires of vacationers and offers them fantastic golf, upscale dining, lakeside spa, tennis, activity programs for children, biking, shopping, and art gallery with painting classes and almost every kind of on-the-water recreation possible in Minnesota, including fishing. Maddens has distinguished itself by an emphasis on gracious hospitality, quality, and diversity. Our philosophy is simply to provide the best that Minnesota has to offer. Maddens is currently seeking a Guest Service Manager- Front Desk to oversee guest service staff and operations.

• Responsible for developing and managing weekly schedules while monitoring and adjusting shifts as needed to stay within budget while maintaining guest experience
• Works in conjunction with all departments to ensure guest satisfaction.
• Make restaurant reservations and refer large parties to the appropriate manager.
• Use suggestive selling techniques to sell rooms and promote other services.
• Answer all in-house phone calls.
• Works closely with housekeeping to ensure a prompt check-in/out process.
• Operates the Property Management System (V1) and Microsoft Office applications.
• Maintains knowledge of room types, room and package rates and availability.
• Maintains awareness of daily activities and meetings by review of the event schedule/BEOs
• Verifies all cash and credit control procedures are adhered to.
• Reviews daily arrivals report ensuring special comments/requests and VIPs are handled appropriately.
• Ensures that all faxes, gift/luggage deliveries, guest amenities are delivered in a timely manner and assists in the coordination of resort transportation.
• Answers/handles guest questions, comments, and concerns within 15 minutes of initial request
• Handles all guest complaints and compliments then follows up to ensure satisfaction.
• Responsible for checking guests in and out of the resort.
  • Computes and processes all guest folios, room charges, and statements.
  • Issues room keys, guest ID cards and resort information in a timely manner
• Assists Managers in overseeing Guest Service Agents and Housemen ensuring daily checklists are completed.
• Assists in the smooth operation of the Madden outlets at night.
• Assists in the training and development of all staff members.
• Continue to evaluate the performance of all staff, ensuring that they maintain high professional standards.
• Assist in Reservations Department of Guest Services
• Conducts shift briefing, reviewing the days activities with all staff on duty.
• Assists in budget monitoring.
• Attend Safety meetings & department meetings as required.
• Maintaining and ensuring a safe and clean working environment
• Reports any unusual occurrences or requests to the designated manager.
• Retains knowledge of all safety and emergency procedures
• Understands that business demands sometimes result in different shift patterns.
• Regular and reliable attendance
• All other duties as assigned.
• Assists in scheduling guest service Staff.

Skills and Abilities:

• Ability to deliver a high level of professional standards, with assistance from the Employee Guidelines
• Knowledge and understanding of the resort as whole.
• Must be able to answer questions regarding the resort and the Brainerd Lakes
• Should have a strong sense of multi-tasking and organizational skills.
• Excellent communication skills.
• Basic reading and math skills.
• Knowledge of basic computer operations.
• Able to type 30 wpm.
• Must be able to keep a calm professional manner under stressful situations.
• Maintains a proactive Can Do attitude.

Education/Experience:

• High school diploma/GED preferred.
• 1 Year of guest service or other relevant experience or education required.
• Valid Drivers license required

Supervisory Responsibilities:

This position will supervise up to 10-12 employees.

Work Environment:

Work is performed inside at a desk environment.

Physical Demands:

Primarily standing for prolonged periods of time (up to 8 hours). occasionally required to stoop, kneel, bend, crouch and occasionally lift to 30 pounds.

Expected Hours of Work:

Variable work schedule with some weekends included depending on needs.

Travel:

Less than 10% travel required.