Job Description
Lead our award-winning hospitality team at Sandia Resort & Casino! We're seeking an experienced Guest Services Manager to deliver exceptional guest experiences while driving operational excellence. This full-time role offers competitive benefits, career advancement, and the opportunity to work in Albuquerque's premier luxury resort destination. If you're passionate about creating memorable stays and leading high-performing teams, apply now to join our dynamic hospitality family!
Responsibilities
- Oversee front desk operations and ensure seamless guest check-in/check-out processes
- Train and mentor guest services staff on service standards and conflict resolution
- Handle escalated guest inquiries and resolve issues with professionalism
- Monitor occupancy rates and optimize room allocation strategies
- Collaborate with housekeeping, maintenance, and F&B departments for cohesive service
- Implement and maintain service excellence protocols
- Analyze guest feedback to identify improvement opportunities
Qualifications
- 3+ years in hotel management with front desk leadership experience
- Proven track record of guest satisfaction metrics (NPS/CSI scores)
- Proficiency in PMS systems (e.g., Opera, Amadeus)
- Strong problem-solving and decision-making abilities
- Valid New Mexico hospitality certification preferred
- Ability to work flexible shifts including nights/weekends/holidays
- Bilingual English/Spanish skills highly desirable