Property Name:
Grand Geneva Resort & Spa
Job Title: 
Resort Assistant Manager
Company Name: 
Lake Geneva
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position: 
Bonus Pay: 

Marcus Hotels and Resorts is an exciting and growing organization that has gained the utmost respect of the traveling public and local community because of the quality of service offered by our associates. In becoming a part of our associate team, you can take particular pride in knowing that you are an associate with one of the finest hotel and resort organizations in America.

Marcus Philosophy

We take great pride in our dedicated management teams and associates and will continue to develop their potential and skills at all levels within our organization.

We believe in rewarding outstanding performance and in promoting from within to develop a culture of high expectation and achievements, as well as a solid base of highly qualified associates.
We will remain a quality-minded corporation, dedicated to upholding our corporate slogan People Pleasing People. ...

Come be a part of a dynamic and fast-growing organization!

Position Purpose:
Maintain accurate communication between managers and follow up on guest requests and problems while demonstrating a high visibility within the Resort.

Essential Functions:
• Provides excellent service consistent with the property core standards.
• Proactively answers phones, greets, interacts, and assists guests in a professional manner to foster positive and lasting relationships.
• Proactively seeks to anticipate guests’ needs with a refined level of care and concern ensuring guest satisfaction and follow up.
• Knowledgeable and familiar with all hotel services/features/amenities and local attractions/activities in order to respond to guest inquiries accurately.
• Practices teamwork, creates a harmonious work environment, and greets fellow employees with courtesy and respect.
• Takes full ownership of guest concerns/complaints; resolves issues immediately and follows up to ensure guest satisfaction. Involves management in order to follow up in all situations.
• Organizes and coordinates in the delivery and retrieval of amenities, room service, special services, and other items as requested by the guest and management.
• Assists in developing, implementing, and monitoring on-going programs designed to heighten staff courtesy and professionalism in interacting with hotel guests as well as service recovery.
• Responsible for the preparation and accuracy of hotel service and problem reports.
• Communicates with all departments, including but not limited to, Culinary staff, Food & Beverage, Housekeeping, Engineering, PBX, Valet, Bell Desk, Room Service, Front Desk, and Experiences, in order to fulfill and address any issues or needs requested by the hotel guests and to promote the resort service and service recovery initiatives.
• Assists hotel guests with making change, posting hotel charges, and processing credit cards and hotel related programs as needed and in the service recovery process.
• Perform other duties as assigned.

Position Requirements:
• At least 2 years of experience in VIP Services, Concierge Service, Front Desk, or Hotel/Guest Services position at an AAA 4 or 5 Diamond Luxury Resort preferred.
• High School diploma or equivalent.
• Working knowledge of Microsoft Office, Hotel Applications, and General Office: Word, Excel, Outlook, and PowerPoint, and HOTSOS.
• Working knowledge of wines and beverage services.
• Previous experience working in a similar resort setting.
• Working knowledge of guest services.
• Excellent customer service skills.
• Have interpersonal skills to deal effectively with all business and resort departments and contacts.
• Professional appearance and demeanor.
• Able to effectively communicate in English, in both written and oral forms.
• Ability to work a flexible schedule including days, nights, weekends and holidays.
Reporting Relationship
This position reports to the Director of Rooms.

Note This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.

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