Assistant Guest Services Manager

Mackinac Island, Michigan
Guest Services
11-06-2020
Mackinac Island, MI
Depends on Experience 

THIS IS A FULL-TIME, SEASONAL POSITION FOR THE SUMMER 2021 SEASON (APRIL THROUGH THE END OF OCTOBER)

Mission Point Resort, Mackinac Islands’ only full service, casual resort is currently seeking candidates to fill the position of Assistant Guest Services Manager. This full time/seasonal position is located on Mackinac Island and offers competitive pay, housing, other perks. The ideal applicant will possess an upbeat attitude and enjoy working in a multi-cultural environment.

POSITION SUMMARY

This position is responsible for assisting in the management of the Front Office, including but not limited to the Front Desk, Bellstand Dock Porters, and Concierge, to ensure excellent guest service.

ESSENTIAL DAILY JOB FUNCTIONS:

  • Supervise subordinate staff, including but not limited to: scheduling, training, developing, assignment of duties, evaluating service, resolving problems and recommending disciplinary actions when necessary
  • Handle guest relation issues that arise and resolve them in an appropriate manner and time frame
  • Coordinate with all departments to ensure all guest requests are met
  • Communicate with staff to ensure they are knowledgeable of all resort activities
  • Assist in the creation of the weekly schedules, monitoring time cards and hours to ensure accurate payroll processing
  • Act as the manager on duty and handle all hotel issues in the absence of other management
  • Respond to guest complaints at the front desk and handle appropriately
  • Keep the appropriate management team informed on a regular basis
  • Email essential managers on property with a daily report of any issues or concerns during the shift
  • Assist front desk agents with the check in and check out process
  • Complete the daily checklist with the agents
  • Monitor the PBX log and ensure that all items have been attended to and followed up with
  • Work closely with the housekeeping department to ensure room inventory stays up-to-date
  • Must call in early check outs, extended stays, priority rooms, and late check outs to housekeeping
  • Support other departments to ensure guests have a positive experience at Mission Point Resort
  • Share ideas and suggestions for improvements with Mission Point Resort’s management
  • Ensure that guests leave Mission Point pleased with the desire to want to return

REQUIRED KNOWLEDGE/ATTRIBUTES:  

  • Must have previous supervisory/management experience or a college degree in Hospitality
  • Ability to work 50-60 hours a week including evenings, weekends and holidays
  • Good communication skills, both verbal and written
  • Ability to problem solve and make decisions guided by policy and procedures
  • Knowledge of Microsoft Office products
  • Take every opportunity to amaze guests
  • Be an enthusiastic, helpful and positive member of the team
  • Be professional, responsible and mature in conduct and behavior
  • Must be understanding, encouraging and friendly to all co-workers
  • Be self-motivated and use time wisely
  • Be able to speak and understand English
  • Extensive knowledge of the Island, hotel and its services and facilities

REQUIRED SKILLS: 

  • Organized and efficient at planning, directing and controlling the activities of the department 
  • Proven ability to problem-solve and multi-task with an attention to detail 
  • Excellent people skills with the ability to train and motivate staff 
  • Ability to develop detailed and specific procedures and processes outlining the steps to follow in completing department and/or project tasks 
  • Must be self-motivated and demonstrate effective time management skills
  • Strong computer skills including but not limited to Microsoft Office Suite

If you are looking for a culture where you make a difference and truly are part of a successful team, then Mission Point Resort is the place for you. We strive to grow our team with people who share our passion and energy for creating the best experience for our guests and our staff! We offer competitive wages, housing, opportunities for advancement, and other perks.