Guest Services Manager

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The Opportunity

As the Hotel Guest Services Manager for Grand Casinos, you will be responsible for the effective coordination and management of all activities related to the Hotel Guest Service department, ensuring smooth and efficient operations in alignment with the Mission and Objectives of Grand Casinos.

What you get to do

• Develop and implement strategies for the Front Desk and Bell Desk, ensuring an optimal Guest experience. Assist the VP of Hotels, Resorts, Retail in all aspects of hotel operations.
• Maintain procedures for credit control, financial transactions, security of funds, Guest security, and emergency protocols.
• Conduct regular staff and pre-shift meetings for the Front and Bell Desk.
• Optimize occupancy and average daily rate by applying yield management strategies to achieve budgeted revenues and expenses.
• Prepare various departmental reports, including budgets, operating forecasts, monthly variance reports, weekly reports, and other required documents.
• Achieve budgeted revenues and expenses, and maximize profitability related to Guest services.
• Address Guest concerns and implement corrective measures to prevent future issues and ensure Guest retention.
• Manage staffing levels by conducting interviews, selecting, training, scheduling, evaluating, assisting with career development, promotions, coaching, counseling, and managing separations as needed.
• Foster an open-door policy to encourage associate engagement, idea sharing, and conflict resolution.
• Collaborate with all hotel departments to maintain service standards, including coordination with the Housekeeping Department to ensure timely room readiness for Guests.
• Manage supplies and inventory controls.
• Assist at the Front Desk during peak check-in and check-out times to reduce wait times for Guests.
• Stay informed about local market trends and business activities.
• Perform other departmental duties as assigned to contribute to the overall success and efficiency of the team.

What We Look for In a Person

• Serves and develops others by building relationships.
• Fosters an inclusive workplace where inclusion and individual differences are valued.
• Collaborates across boundaries to achieve common goals.
• Aligns organizational objectives and practices with Mille Lacs Band traditions or interests as appropriate.
• Sets direction and influences others to translate vision into action.
• Demonstrates drive for continued personal and professional growth.

What We Offer You

• We have a fun, energetic personality and are adventurous, creative, and open minded.
• We strive to lead through our seven (7) values in all that we do. (Wisdom, Love, Respect, Truth, Humility, Bravery, and Honesty)
• Our foundation of Servant Leadership is a philosophy that embodies and fosters empowerment, decision-making and engagement across all levels of the organization.
• We are a career accelerant, which means developing our Associates is one of our main priorities.
• We provide a space for Associates and others to bring who they are to work and impart a sense of purpose.
• A variety of competitively priced health benefits and supplemental insurances, parental leave, 401k, tuition reimbursement, birthday, and anniversary gifts.

What Qualifies You

• High school diploma or GED equivalent.
• Prior hospitality experience of two (2) years in hotel operations preferred with five (5) years of supervisory experience required.
• An equivalent combination of related experience/education and supervisory experience of five (5) years will be accepted.
• Bring your hardcore work ethic, attention to detail, your ability to have fun and we will train for the rest.
• Must be able to secure license from Gaming Regulatory Authority (GRA).
• Responsible for following all relevant Detailed Gaming Regulations (DGR’s).
• Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.

Physical Needs

• Talk and hear; ability to communicate effectively.
• See and adjust focus to include close, distance, depth, and peripheral vision.
• Stand, walk, run, sit, (up to 8 hours) balance, stoop, kneel, climb, crouch, and/or crawl.
• Handle objects, tools, and controls; reach with arms and hands.
• Be able to lift and carry objects up to twenty-five (25) lbs.

Must Have Skills

• Ability to lead, manage, and motivate a team effectively, ensuring high performance and adherence to service standards.
• Capable of developing and executing strategies for Guest services, optimizing hotel operations, and achieving financial targets.
• Excellent verbal and written communication skills to conduct meetings, handle Guest concerns, and collaborate with various departments.
• Strong focus on delivering exceptional Guest experiences, with a proactive approach to addressing and resolving Guest concerns.
• Ability to analyze situations, make sound decisions, and implement effective solutions, particularly in high-pressure situations.
• Skills in mediating conflicts and resolving issues among team members or with Guests, maintaining a harmonious work environment.
• A willingness to work in various roles and during peak hours as needed to support the team and reduce Guest wait times.
• Maintaining a professional demeanor and appearance, with a commitment to regular attendance and punctuality.

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