Falling Rock- Guest Services Manager

The Falling Rock Guest ServicesManager is responsible for the supervision of the Housekeeping Department inclusive of public space attendants, room attendants, and turndown services. The FR GSS will also supervise the Pre-arrival Concierge, and the day to day operations of the Indulgence Desk. The individual in this position must adhere to policies and procedures that Nemacolin has established, build positive relationships with guests and other associates, communicate effectively on all levels, and demonstrate technical and customer service skills to enrich the guest experience. This individual will be responsible for the Hotel Operation in the absence of the General Manager.

Essential Functions:

• Creating the ultimate in guest satisfaction by providing extraordinary service
• Insuring that the building is presented in an absolute 5 Star light at all times.
• Performing administrative duties relevant to the department operation
• Scheduling and Nova Time edits
• Working Indulgence Desk/Guest Room Dining Shifts when needed
• Reviewing and maintaining Etec checkbooks
• Maintaining knowledge of resort operations, Forbes Standards, amenities, memberships, etc.
• Providing training and guidance with regard to the resort and the department for housekeeping, pre arrival concierge and indulgence desk.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
• Assume the responsibility of the building in the absence of the General Manager.
• Monitoring payroll
• Attending all lodging meetings, operations meetings and participation in the MOD program
• Demonstrating professionalism at all times
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service-oriented manner.
• Solicits employee feedback, utilizes an "open door" policy to identify and address employee problems or concerns.
• Fostering teamwork in an environment that motivates and sustains exceptional levels of performance
• Remaining current with all POS systems, HOST and phone systems
• Must be able to maintain confidentiality of information.

Knowledge, Skills, and Abilities Required:

• Candidate must have the ability to speak English fluently
• Candidate must have a comprehensive understanding of HOST
• Candidate must have the ability to work varying shifts, including nights, weekends, and holidays
• Former Forbes 5 Star experience is preferred.
• Four years of experience in the hospitality industry is preferred
• Two years of previous managerial or supervisory experience in the hospitality industry or a related field
• Bachelor's degree preferred or an equivalent combination of education and/or experience
• Associate's degree required
• Pennsylvania Gaming Control Board Non-Gaming License