Assistant Guest Services Manager

Position Overview

The Assistant Guest Services Manager supports the daily leadership of the guest services operation and helps deliver a polished, personalized luxury experience from pre-arrival through departure. This position leads by example, anticipates guest needs, resolves concerns with discretion, and coaches colleagues to provide warm, intuitive, and consistent service aligned with the property's standards and Forbes Travel Guide principles.

Essential Responsibilities

• Assist in directing daily guest services, front desk, concierge, bell, door, transportation, and related arrival and departure activities, as assigned.
• Maintain a visible lobby presence, engage guests by name when known, and ensure each interaction is gracious, efficient, and personalized.
• Review arrivals, departures, VIPs, special occasions, preferences, accessibility needs, and service recovery opportunities; coordinate details across departments.
• Conduct shift briefings, assign responsibilities, inspect work areas, and ensure colleagues have current information about property services, events, amenities, and local recommendations.
• Monitor lobby flow, queues, telephone response, luggage handling, transportation, and guest requests to ensure timely and seamless service.
• Empower colleagues to resolve concerns at the first point of contact; personally manage escalated situations with composure, empathy, appropriate follow-through, and accurate documentation.
• Support staffing, scheduling, attendance administration, training, recognition, and performance coaching in partnership with department leadership.
• Maintain accurate shift logs, guest profiles, traces, incident records, and handoff notes while protecting guest privacy and confidential information.
• Collaborate with Housekeeping, Reservations, Security, Food and Beverage, Engineering, Valet, and other teams to fulfill requests and eliminate service gaps.
• Ensure compliance with cash-handling, key-control, safety, emergency, lost-and-found, and property security procedures.

Leadership and Performance Expectations

• Lead by example and reinforce a culture of accountability, collaboration, recognition, and continuous improvement.
• Coach in the moment using specific, respectful feedback and follow up to confirm sustained performance.
• Monitor service trends, guest feedback, recovery cases, productivity, and quality results; recommend practical improvements.
• Assist with onboarding and ongoing development of colleagues in service standards, property knowledge, systems, and emergency procedures.
• Serve as manager on duty when assigned and make sound decisions that balance guest satisfaction, colleague support, safety, and business needs.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree in hospitality, business, or a related field preferred.
• Two or more years of progressive guest services, front office, concierge, or luxury hospitality experience preferred, including supervisory or lead responsibilities.
• Demonstrated knowledge of luxury service principles and experience applying Forbes Travel Guide-aligned standards preferred.
• Strong written and verbal communication, judgment, organization, and conflict-resolution skills.
• Proficiency with property-management, guest-request, scheduling, and standard office systems; ability to learn new technology quickly.
• Ability to handle confidential information, competing priorities, and sensitive guest situations with discretion.
• Valid driver's license may be required when operating property vehicles.

Core Competencies

Luxury service mindset • Anticipation and personalization • Leadership presence • Service recovery • Emotional intelligence • Attention to detail • Cross-department coordination • Sound judgment • Clear communication • Operational discipline

Physical and Work Environment Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Must be physically mobile with or without reasonable accommodations and be able to maneuver to all areas of the casino.
• Must be able to stand and walk 90% of shift while servicing public areas.
• Must be able to frequently lift, push, or pull 20–30 lbs. (supplies, equipment, trash bags, furniture adjustments).
• Must be able to push cleaning carts weighing up to 15 lbs. across carpeted and tile surfaces.
• Required to operate commercial cleaning equipment and conduct continuous wiping, sanitizing, and handling of cleaning tools.
• Required to frequently bend, reach, stoop, kneel, and crouch to clean restrooms, floors, and gaming devices.
• Required to frequently conduct continuous wiping, sanitizing, and handling of cleaning tools, cloths, and equipment.
• Required to operate vacuums and commercial cleaning equipment safely and efficiently.
• Must be able to tolerate areas containing secondary smoke, high noise levels, bright lights dust, and crowded public spaces.
• While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles and may be exposed to toxic or caustic chemicals.
• Employee may work with cleaning chemicals, and should be able to properly dilute, use and insure their safety, as well as other who come in contact with chemicals.
• Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.
• Schedule: Flexible schedule required, including evenings, weekends, holidays, and peak business periods

SARACEN SAFETY

Compliance with OSHA Standards and Workplace Safety Regulations: Employees must comply with all occupational safety and health standards, rules, and procedures established by OSHA and Saracen Development, LLC, including any applicable regulations or directives issued under the OSH Act.

Personal Conduct: Employees' own actions and conduct must align with safety standards. This means that workers have a personal responsibility to engage in safe work practices and avoid behaviors that could endanger themselves or others.

SAFETY SENSITIVE POSITION

This position is classified as a safety-sensitive position under applicable laws and regulations. The role requires heightened awareness and the ability to perform job duties safely and effectively, as it involves tasks that could impact on the health and safety of employees, guests, and the public. As such, employees in this role may be subject to drug and alcohol testing in accordance with company policy and legal requirements.

Adhere to and promote the following:

READY STANDARDS

• R - Recognize
• E - Engage
• A - Appreciate
• D - Deliver
• Y - Yes, We Can

Saracen Casino Resort is an Equal Opportunity Employer.