Guest Services Manager

WHAT YOU’LL DO

The Guest Services Manager will work closely with the Resort Operations Manager to ensure the daily operations of the Front Desk run smoothly, while supervising the Front Desk Team Members, resolving guest challenges, fostering positive morale, and exceeding guest service expectations at every opportunity. This role requires a deep understanding of Front Office operations, property management systems, collaboration with other departments, developing future hotel leaders, and the ability to problem solve and overcome obstacles with grace and poise. 

ROLE EXPECTATIONS

Responsibilities include, but are not limited, to the following:

• Delivering Service: passion for going beyond service expectations at every opportunity, exceeding our guest and team member’s expectations for how they are treated while at The Rio.

• Departmental Collaboration: Collaborate with property leadership teams, including Food & Beverage, Convention Sales, Entertainment, Retail, Casino Marketing, CRM, Hotel, Revenue Management, and Human Resources to ensure a seamless, positive guest and team member experience.

• Process Management: Develop Standard Operating Procedures and manage the compliance and adherence to those procedures while constantly looking for areas to improve.

• Inventory Management: Coordinating efforts with the Group, Sales, Casino, VIP, and Reservations teams to ensure that room inventory is properly managed and assigned throughout the day, while maximizing the opportunity for room revenue generation.

• Team Leadership: Help build and lead a high-performing Front Desk team. Provide guidance, mentorship, and support to team members, fostering a collaborative and results-driven culture.  Tasks would include, but are not limited to interviews, schedules, training modules, coaching sessions, and performance reviews.

• Budget Management: Assist HOM and ROM in the development and management of all Front Desk budgets, ensuring efficient allocation of resources and cost-effective Front Desk initiatives while protecting the Guest and Team Member experience.

• Performance Metrics and Reporting: Define key performance indicators (KPIs) to measure the effectiveness of Front Desk efforts. Regularly report on Front Desk performance and provide insights and recommendations for improvement.

• Compliance: Ensures compliance with all policies and procedures, specifically related to Front Desk.

SUPERVISORY RESPONSIBILITIES

• This position supervises Front Desk Lead Clerks and Front Desk Clerks.

REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Minimum one to two years of experience in hotel operations, preferably front office, with supervisory experience.

• Ability to effectively communicate in one-on-one, small group, and large group settings.

• Must be comfortable with interacting and continual communications with C-level, VP and other senior management level positions.

• Ability to write effective letters, memos, presentation decks, and SOPs.

• Ability to read, analyze, and interpret complex documents, such as financial reports, occupancy forecasts, collective bargaining agreements, and legal documents.

• Ability to respond to inquiries or complaints from team members at all levels, guests, regulatory agencies, or members of the business community.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• At least 21 years of age.

PREFERRED

• Previous leadership experience in Hotel Operations, or related fields.

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Must be able to qualify for licenses and permits required by federal, state, and local regulations.

PHYSICAL DEMANDS

• Must be able to sit, stand or walk for extended periods of time with frequent bending, stooping, and lifting.

• Must be able to regularly lift and/or move up to 10 pounds and occasionally up to 25 pounds unassisted in the performance of specific tasks as assigned.

• Must have the ability to push, pull, reach, bend, twist, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORKING CONDITIONS

• Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust and smoke. 

• Close spaces while working with others. 

Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Rio Las Vegas makes hiring decisions based solely on qualifications, merit, and business needs at the time.