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Assistant Guest Services ManagerSunriver ResortSunriver, OR
A property of: Sunriver Resort
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Job Description

Job Overview

The Guest Services Assistant Manager provides leadership and guidance to the guest services team for the overall success of the resort. S/he motivates and trains staff to provide the most exceptional guest service as well as maintain the AAA Four Diamond standards.

They will always conduct themselves in a manner which supports Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment

The Assistant Guest Services Manager shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice!

Essential Functions

  • Always posted at the front desk or in the lobby
  • Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest
  • Follows proper check-in procedures
  • Registers guests into computer system, verifying registration, address and credit information
  • Accepts payment for guests' accounts both at the time of registration and check out
  • Follows set procedures on posting, charges, cashing checks, safe deposits and refunds
  • Maintains accurate records of room availability
  • Be knowledgeable of all arriving/departing and in-house guests
  • Be knowledgeable of all tours/groups
  • Responsible for key control
  • Completes appropriate front office reports
  • Resolves problems arising from guest complaints, reservation and room assignment activities
  • Assists with the development, training and inspiration of associates for promotion
  • Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
  • Attends appropriate resort, division and department meetings
  • Designs and implements training programs for Front Desk team
  • Reviews guests feedback through Unifocus and communicates information to staff to ensure continual guest satisfaction
  • Maintains a strong knowledge of hospitality trends and issues
  • Assures guest service standards are being applied by all guest services team
  • Conducts staff meetings as needed
  • Coaches and counsels team as necessary
  • Assists with maintaining a strong morale and spirit throughout front desk team
  • Maintains records for all VIPs, special requests, etc.
  • Maintains an up to date working knowledge of all resort amenities as well as any special events
  • Provides accurate directions and resort information for guests
  • Makes dining and activity reservations for guests
  • Upsells other resort services and amenities to guests
  • Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate
  • Answers incoming guest calls, transfers calls appropriately and relays messages accurately
  • Receives and sends guest faxes
  • Assists guests with incoming packages
  • Arranges bell service for guests
  • Schedules travel arrangements for guests
  • Assists with luggage storage and retrieval
  • Opens car doors for guests
  • Valet parks cars
  • Performs special deliveries or errands for guests
  • Delivers automobiles to guests ready to drive, which will require snow removal during winter season
  • Maintains traffic control ensuring fire lanes are kept clear
  • Provides daily custodial duties for the inside and outside of main lodge and parking areas
  • Be responsible for cleanliness of all guest service vehicles
  • Be capable of performing all the physical requirements outlined below
  • Resolves guest problems and is empowered to act in absence of manager
  • Logs all guest issues in HotSOS and provides appropriate follow-up to guest
  • Interacts with resort staff in a professional manner, assisting other departments with necessary information
  • Always maintains a professional demeanor and attitude
  • Communicates all pertinent information to the guest services team
  • Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.
  • Acts with responsibility towards all company property, supplies and equipment.
  • Maintains a professional appearance. Follows all Sunriver Resort dress code standards.
  • Remains alert, courteous and helpful to the guests and colleagues at all times.
  • Performs concierge duties in the absence of concierge
  • Assists with staff schedules and payroll
  • Performs other duties as assigned

Job Requirements

Qualifications

  • High school diploma or equivalent
  • Prior hospitality experience highly preferred
  • At least one year customer service experience required
  • Prior supervisory experience highly preferred
  • Must have a valid drivers license and satisfactory background and MVR check


Property Introduction

Sunriver Resort is Oregon's most popular resort destination, is located on the Eastern slopes of the Cascade Mountain Range, 17 miles south of Bend, Oregon . Enjoying nearly 300 days of sunshine each year, Sunriver Resort combines world-class recreation and resort amenities with Oregon's natural beauty to create an extraordinary vacation destination. The resort boasts three world-class golf courses, which have won many awards including Golf Magazine's coveted Gold Medal as one of America's best golf resorts. Guests looking to relax can take refuge in our renowned Sage Springs Club and Spa. Offering a full range of massages, facials, body treatments, and salon services, our spa is the refuge of choice for relaxation-seekers.

Company Introduction

Sunriver - The Start of The Unforgettable
3,300-ACRE COMMUNITY
Inspiration, discovery and treasured memories await you in this stunning mountain resort. Tee off on one of 4 award-winning golf courses or rejuvenate in our beautiful spa and fitness center. Splash in The Cove aquatic center. Fly fish for that big one on the Deschutes. Stay in one of our luxurious homes or suites. Immerse in endless year-round recreation and relaxation.

Job Details

Mid level
Full-time

About this location

class:
Upscale
room Count:
101-250
location Type:
Resort
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Sunriver Resort
Careers at Sunriver Resort In an authentic setting rich with history,
Sunriver Resort has served meeting attendees and families of every
generation since 1968. The Resort is integrated into an envishow more
show more
Address17600 Center Drive, Sunriver, OR, 97707 View map
Property typeHotel 
classUpscale 
room Count101-250 
location TypeResort 
Company Logo
This property is managed by
Sunriver Resort