Guest Service Manager

At Atlantis Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Come join Team Atlantis! The Guest Services Manager will be responsible for hands on supervision, training, and seeing to the completion of the daily operational functions of the Front Desk in conjunction with and under the direction of the Front Desk Manager.

The incumbent in this position, as with all members of the Atlantis Casino Resort Spa Team, is expected to conduct himself/herself in a manner which demonstrates initiative, professionalism, personal awareness, integrity, and exercises confidentiality in the appropriate areas of his/her performance. This position shares in the Atlantis Casino Resort Spa support of the company's Vision, Mission, Values, and consistently performs all functions in a fashion that inspires and motivates others to actively pursue them.

Responsibilities:

• Supervises Guest Service Representatives (GSR) at Front Desk for the purpose of completion of duties, performance standards, giving direction, and decision making.
• Assists Front Desk Manager with overall operations of Front Desk, and assumes responsibility for completion of shift work up to standards and according to established procedures.
• Handles all guest service issues as they arise at the Front Desk up to the standards established and in accordance with the goals and objectives of the hotel.
• Performs majority of training for GSRs. Assists in the development of training programs as needed.
• Makes recommendations in development of process for the purposes of feasibility and effectiveness.
• Able to perform all essential job functions of a GSR.
• Responsible for creating position goals and assisting department manager with completion of department goals.
• Guest Service training of the team, and constant monitoring of those standards
• Issuing of new Monarch Rewards (gaming cards) - gaming license needed
• Other assignments as assigned my management.

While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk, and hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Qualifications:

• Ability to communicate verbally and in writing with staff members and guests when answering the phone lines, giving information, registering guests, and answering questions.
• Able to clearly transfer and demonstrate job duties to staff for the purposes of training and instruction from written and verbal sources.
• Perform and work effectively under pressure with a calm demeanor.
• Resolve problems quickly and effectively.
• Able to read and understand documents such as registration cards, guest confirmation, computer printouts, memos and vouchers, guest folios.
• Able to do math calculations of room charges.
• Process payments for departing guests.
• Operate office machinery such as computers, printers, photocopy and fax machines, credit card imprinters.
• Must be able to work flexible hours including potential time beyond normal shift hours when necessary.
• Possess a positive, service-oriented attitude.
• Must adhere to all appearance standards, including but not limited to no "visible" tattoos/piercings or unnatural hair colors. *

Atlantis Casino Resort Spa fosters a team working environment and an environment that is focused on Team Member recognition and appreciation. Some of the ways in which we accomplish this is by offering the following:

• Comprehensive benefits (medical, dental, vision, supplemental coverage)
• 401K retirement savings plan + discretionary match
• Education Tuition Reimbursement Program
• Paid Vacation
• Holiday Pay
• Weekly Resort Prizes
• FREE daily meal
• Internal Advancement

We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.