Chateau Asst. Dir FO
Nemacolin Woodlands Resort
Farmington, PA
Full-time
Health Care Provider
Posted on October 19, 2021
Essential Functions
- Will manage and direct Front Office Staff of the Chateau
- Develop Chateau Front Desk tea, Fostering teamwork in an environment that motivates and sustains exceptional levels of performance
- Assist guests and support associates in solving issues that are perceived to be unsatisfactory to expectations.
- Conduct daily walk through/inspections of the Chateau Front Desk and rooms.
- Monitor Medallia guest service failure trends and successes of Chateau Front Desk and Room quality.
- Distribution of Forbes service standards and training resources; QA spot checking for any areas where guest service deficiencies have been identified.
- Creating the ultimate in guest satisfaction by providing fast and courteous service
- Assist with amenity distribution and execution
- Responds to any guest issues or complaints filed to provide service recovery and guest retention
- Maintaining knowledge of the resort’s services, amenities, and attractions
- Keeping updated information regarding hours of operation, menus, and special packages available at all times
- Making reservations for onsite and offsite dining, activities and entertainment if necessary
- Demonstrating knowledge of various local and historical attractions and exhibiting a willingness to learn about the extensive art collection displayed throughout the resort
- Listening to any complaints that may arise and working to resolve any issues that guests may be experiencing during their stay
- Utilizing empowerment to resolve guest issues
- Promoting resort services and amenities
- Remaining current with all property management systems such as LMS, SPASOFT, ARTS and Teeleader as well as membership software and GMS
- Understanding Casino operations, Access Plan and Comp Program
- Upselling available accommodations and services and making alternative suggestions as needed
- Candidate must have the ability to work varying shifts, including nights, weekends, and holidays
- Bachelor’s degree required (Business, Hospitality Management, or related degree preferred).
- Minimum of 3 years’ experience in orientation facilitation, concierge services, technical training, and/or Customer Experience roles.
- Strong facilitation, presentation and public speaking skills required
- Excellent guest and associate relations skills required.
- Excellent organizational skills, detail oriented, ability to multi-task and able to effectively manage competing priorities in a fast-paced environment.
- Proficient with software applications such as World, Excel, PowerPoint, Outlook, and Publisher. SharePoint experience is a plus.
- Demonstrate an aptitude for learning and utilizing software applications pertinent to the functions of this job.