Guest Services Manager- Overnight
Edgewood Tahoe Resort
On-site
Nevada, United States
Position Overview:
The Overnight Guest Services Manager is responsible for delivering exceptional guest experience by overseeing front desk operations and guest relations for Edgewood Tahoe Resort. This role ensures that all interactions reflect the resort’s commitment to Forbes-rated luxury service standards. The Guest Services Manager leads and trains a team to anticipate guest needs, resolve concerns promptly, and exceed expectations at every touchpoint.
Key Responsibilities:
- Ensure seamless arrival, check-in, and departure experiences aligned with Forbes luxury standards.
- Anticipate guest needs and personalize experiences to create memorable stays.
- Handle and resolve guest complaints with professionalism and efficiency.
- Collaborate with housekeeping, food & beverage, and other departments to enhance the guest journey.
- Lead, train, and motivate the front office team to uphold luxury service standards.
- Maintain a strong presence in public areas, engaging with guests and gathering feedback.
- Coordinate VIP services, special requests, and high-profile guest stays.
- Conduct regular team briefings and training on Forbes service protocols.
- Oversee daily front desk operations, including reservations, room assignments, and billing.
- Fulfill daily MOD checklist and shift log.
- Analyze guest feedback and implement improvements to enhance satisfaction.
- Monitor and control operational costs while maintaining high service quality.
- Daily inspection of assigned areas such as guest rooms, corridor/lobby/stairwell and perimeter making corrections and or reporting any defects
- Perform other related duties as assigned to support the overall success of the team and business.
Qualifications and Skills:
- Ability to work flexible hours, including weekends and holidays.
- Exceptional communication and interpersonal skills, with a strong focus on customer service.
- Proficiency in hotel management software (e.g., Opera, Salesforce) and Microsoft Office Suite.
- Detail-oriented with a focus on creating personalized experiences.
Physical Requirements:
- Must be able to safely lift, move, and stack items weighing up to 40 lbs.
- Able to perform physical tasks, including bending, lifting, and standing for extended periods.
- Comfortable working outdoors in various weather conditions.