Job Description

Atkinson Concessions, Inc, d/b/a Atkinson Resort & Country Club, is currently accepting resumes and applications for a year-round full time Guest Services Manager.

We offer a competitive benefits package and a generous employee discount program that extends to friends and family members!

Position Summary:

The Guest Services Manager is a strategic and hands-on leader responsible for overseeing all aspects of the guest experience at Atkinson Resort & Country Club. This role is crucial for ensuring the highest level of service excellence, leading the Guest Services team, and actively contributing to the resort's financial success by driving room bookings and revenue. The manager will work directly with the Director of Sales & Marketing to implement resort-wide policies, elevate service standards, and maintain a competitive edge in the local market.

Key Responsibilities

Strategic Leadership & Revenue Generation:

Work directly with the Director of Sales & Marketing to identify and implement new ways to increase revenue and maximize hotel room bookings. Continuously monitor competitor hotel room rates and special offers to ensure our pricing and packages remain competitive and appealing. Oversee optimal selling of hotel rooms on all platforms and maintain room rates and packages in Total E and Expedia. Analyze hotel reservations in Total E and on Expedia for accuracy and make updates as needed to maximize bookings.

Team Leadership & Management:

Lead, mentor, and provide ongoing training to the Guest Services team, ensuring all agents are consistently performing tasks and responsibilities properly. Interviewing, hiring, and training all new employees. Manage all employee issues, conflicts, and disciplinary actions, including the responsibility for employee terminations, when necessary, in conjunction with the Director of Sales and Marketing. Provide continuous support to staff, recognizing when an agent requires additional training and providing that training. Responsible for the Guest Services department weekly schedule, ensuring all shifts are covered. This includes finding shift coverage or covering the shift if an employee is unable to work. Keep the Director of Sales & Marketing informed of any employee or guest relations issues.

Company-wide Support & Collaboration:

o Will be the main contact for Guest Services on-call services support for Lewis Group of Companies.

Attend the annual Lewis Companies on-call meeting to coordinate services offered, suggest improvements to on call process and procedures. Serve as the liaison between all companies and the Guest Services department, ensuring support services are provided efficiently and effectively.

Operational Oversight:

Manage daily Guest Services operations, including check-ins, check-outs, and reservations. Act as the primary point of contact for guest issues and concerns, ensuring timely and effective resolution and providing continuous efforts to improve our services. Work directly with the Housekeeping Manager and Maintenance Department to ensure all rooms are cleaned properly, address any required maintenance or repair issues, and make suggestions for renovations or upgrades as needed. Ensure all new policies and procedures are implemented and communicated to the team. Conduct routine inventory of all sale and administrative items at Guest Services (e.g., Sundries, Cigarettes, office supplies, etc) and process necessary orders and adjustments. Maintain the Guest Services manual, regularly updating and adding information as procedures added or are modified. Collaborate with other departments to ensure a seamless guest experience.

Administrative & Physical Duties:

Assist with administrative tasks for all departments as needed, such as creating sales packets and handling cash drops. Provide winter maintenance support by posting signage, salting walkways, and removing water from entrance areas. Ensure the cleanliness of the resort lobby, Guest Services area, and main hallways.

Skills & Qualifications

Skills:

Highly team-oriented, self-sufficient, and reliable. Possesses excellent customer service, communication, time management, and multitasking skills.

Education/Certifications:

High School Graduate. Must be Team Certified (annually) and complete required CPR, First Aid, and Emergency Training (e.g., for the fire panel and evacuations).

Experience:

Previous management experience in a hotel or hospitality position is required. Proficiency with Microsoft Office Products is essential, and experience with a hotel property management system like Total E is highly valued.

Physical Requirements:

Must be able to stand for extended periods, lift up to 50lbs, walk the length of the facility, and climb stairs.

Availability:

Must be able to work 1st, 2nd, and 3rd shifts, including holidays and weekends.
Job Type: Full-time

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Health savings account Life insurance Paid time off Vision insurance
Work Location: In person