Stout's Island Lodge

Guest Services Manager

Guest Services Manager is responsible for the smooth operation of the office and boat driver operations.

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Guest Services Manager oversees both office assistant and boat driver performance to ensure guest satisfaction and interdepartmental communication. Answering phones, email inquiries, and in person guest requests as well as maintaining office order will be necessary in this hands-on role.

In addition, this role will fulfill manager on duty responsibilities for lodging operations and restaurant two to three days per week.


Credentials and Experience

High school diploma or GED required. Previous hotel front desk experience required. Previous customer service experience required.


Knowledge, Skills and Abilities

  • People Management and Coaching
  • Customer Service
  • Product Knowledge (of rooms & resort)
  • Quality Focus
  • Problem Solving
  • Market Knowledge
  • Documentation Skills
  • Phone Skills
  • Resolving Conflict
  • Analyzing Information
  • Multi-tasking
  • Able to drive a pontoon boat
  • Ability to work with or without supervision
  • Excellent verbal and written communications
  • Flexible and like a variety of work
  • Proficient computer skills including Microsoft
  • Word and Excel

Must maintain a professional, neat, clean appearance and practice good personal hygiene.


Physical Demands

  • Ability to stand 1/3 to 2/3 of workday. Ability to walk 1/3 to 2/3 of workday.
  • Ability to sit 1/3 to 2/3 of workday. Ability to talk and hear.
  • Ability to lift 25 pounds
  • Ability to work in an office environment with a moderate noise level.


Duties:

  • Oversee office assistants and boat drivers. Ensure everyone is trained and following Stout’s process and procedure.
  • Answer office phone, takes reservation, and respond to guest inquiries completely and accurately; take reservations for guest rooms.
  • Ensure boat driver tasks are accomplished and boat drivers stay on task at all times.
  • Ensure check-in and check-out processes are efficient and effective. Prepare guest check-in and check-out paperwork to assure smooth process.
  • Ensure all guest reservations are billed appropriately.
  • Ensure boat drivers, housekeeping, and restaurant receive all relevant information about occupancy, events, arrivals, and departures.
  • Ensure guests have the best experience possible.
  • Resolve product or service problems by clarifying the guest's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Be willing and able to serve, bartend, and assist any department, as necessary
  • Ensure gift shop is stocked and assist guests with their purchases.
  • Recommends potential products or services to management by collecting guest information and analyzing guest needs.
  • Contributes to team effort by accomplishing related results as needed.
  • Ensure indoor and outdoor Island recreation activities are in working order and available for guest use.
  • Answer guests’ questions completely and accurately
  • Ensure cleanliness of great room and dining room
  • Ensure gift shop is stocked and assist guests with their purchases.
  • Assists in responding to event inquiries and reaches out to potential group business via phone or email.
  • Member of the front-facing manager team and participates in the rotating MOD schedule.
  • Other duties, as assigned


Disclaimer

This job description is not meant to be all-inclusive. Nothing in this job description restricts Management’s right to assign or reassign duties and responsibilities to this job at any time.

Stout's Island Lodge

Birchwood, WI

Stout’s Island Lodge is a remarkable Adirondack style lodge located on Red Cedar Lake in northwestern Wisconsin, just a two-hour drive from the Twin Cities.

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