Guest Services Lead

Full House Resorts, Inc•Cripple Creek, CO

10h•Onsite

About The Position

The Guest Services Lead is responsible for overseeing guest interactions and ensuring a positive experience across various departments including Guest Services, Valet, and Bell Services. This role requires excellent customer service, communication, and leadership skills to manage a team and handle diverse guest needs. The position involves greeting guests, assisting with inquiries, managing requests and complaints, and ensuring smooth operations in valet and bell services. Additionally, the lead will collaborate with other hotel departments, uphold standards, and ensure compliance with safety and security protocols.

Requirements

Ability to drive both manual and automatic transmission vehicles.
Excellent customer service and communication skills.
Professional appearance and demeanor.
Availability to work flexible shifts, including weekends and holidays.
Valid driver’s license with a clean driving record (required for valet duties)
Must obtain and maintain a valid Colorado Support Gaming License

Nice To Haves

Experience leading teams in customer service initiatives is preferred.
A high school diploma or equivalent is preferred.

Responsibilities

Greet guests warmly and professionally upon arrival and departure.
Assist guest inquiries politely and respectfully.
Source and provide accurate information about hotel amenities, promotions, and local attractions to guests and fellow team members.
Handle guest requests, complaints, and service recovery with professionalism.
Maintain accurate records and ensure compliance with hotel policies.
Safely park and retrieve guest vehicles in designated valet areas.
Maintain organized tracking of keys, tickets, and vehicle information.
Assist guests with loading/unloading items from vehicles.
Monitor the valet area for cleanliness, safety, and traffic flow.
Drive both automatic and manual transmission vehicles.
Escort guests to rooms while handling luggage with care.
Deliver amenities, packages, and other items to guest rooms as requested.
Assist with group arrivals/departures and coordinate luggage storage.
Maintain the cleanliness and organization of the bell desk and storage areas.
Communicate effectively with Front Office, Housekeeping, Security, and other departments.
Ensure all Guest Service staff uphold grooming, uniform, and gaming license standards at all times.
Follow and ensure compliance with safety, security, and guest privacy protocols.
Maintain awareness of hotel operations and guest satisfaction.
Assists with covering shifts when scheduling gaps are present.
Perform other duties as assigned by management.
Regular and reliable attendance is a fundamental requirement of this position. Employees are expected to be punctual and consistently present during their scheduled work hours to ensure the effective and efficient operation of the business.