Guest Services Manager - Port Townsend

POSITION SUMMARY:  Supports general resort operations by effectively managing the Front Desk function and by maintaining resort quality and service standards. ESSENTIAL DUTIES AND RESPONSIBILITIES:  Include percentage of time spent on each duty/responsibility and categorize from highest to lowest percentage. This is not inclusive of all duties, just the essential functions of the position. Other duties may be assigned. 60% Performs daily Front Desk functions such as guest check-in and —out, answering phones, completion of shift check-list, processing related transactions, etc.15% Directs owner and guest requests to correct department. Responds courteously, efficiently and professionally to guest service requests.5% Performs light administrative duties such as sending and receiving faxes, making copies and sending e-mail correspondence.5% Implements and maintains Front Desk standards, policies and procedures.5% Plans, assigns and directs the work schedules of Front Desk clerks.5% Inventories all Front Desk supplies.5% Completes daily postings and makes revenue drops. SUPERVISORY RESPONSIBILITIES: Supervises a staff of 1 supervisory personnel and 3 - 5 Front Desk Clerks. EDUCATION AND/OR EXPERIENCE:  Indicate minimum requirements necessary for this position. High School diploma One year of Front Desk experience and 6 months of previous supervisory experience required. SKILLS AND ABILITIES:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are a representative of the knowledge, skills, and/or abilities necessary to perform these duties successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals. Ability to give high priority to customer service. Ability to solve problems in the absence of guidance. Ability to read, write and understand English. Ability to write routine reports and correspondence. Ability to effectively present ideas to groups and individuals. Ability to interpret a variety of instructions in written, oral, diagram or schedule form. Ability to supervise a group of employees. Ability to use basic office equipment including fax, copier and personal computer. LICENSES, CERTIFICATES AND REGISTRATIONS: Possess or be working toward CPR certification within 6 months of hire. PHYSICAL DEMANDS: 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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Grasp, handle or feel objects, tools or controls Talk and hear Continuous standing for up to 2 hours at a time and 8 hours in a shift Reaching, stooping, kneeling and crouching Lift and or move up to 10 pounds Close vision, peripheral vision and the ability to adjust focus WORK ENVIRONMENT: Indoors in normal office environment with little exposure to excessive noise, dust, fumes, vibrations and temperature changes. Frequent computer use at workstation up to two hours at a time. Frequently work at fast pace with unscheduled interruptions. Responsibilities frequently require an adjusted work schedule, including evenings, weekends and holidays to meet resort operating demands.