Guest Services Manager - Casino jobs in Sierra Vista, AZ

General:

• Ensure that the appropriate staffing and resources are in place to meet the needs of conference guests, in line with established Conference & Guest Services philosophy and financial resources.
• Provide primary supervision for Program Coordinator of Conference & Guest Services.
• Motivate and communicate clear expectations to professional and student staff.
• Coordinate student staff selection, training, and performance appraisals.
• Develop methods of training to prepare staff to do their jobs effectively and proactively.
• Review, approve, and monitor timely submittal of staff time to payroll.
• Prepare necessary budget analysis reports as requested.
• Regularly review and update group contracts to incorporate policy changes and ensure that they are received by established deadlines.
• Develop, implement, and maintain protocols that ensure efficient, accurate, and timely billing of conference groups.
• Develop efficient protocols for conference guest check-in and check-out and other procedures related to effective management of conference guests.
• Oversee effective and efficient management and schedule of Housing & Residential Life meeting rooms and residential facilities, including El Portal conference rooms.
• Ensure efficient coordination and management of guest apartment facilities to visiting guests including booking, access, and customer service.
• Actively engage in learning and practicing principals of social justice and inclusion.
• Take an active role in Housing & Residential Life and Facilities programs and initiatives outside the functional area of Conference Services as personal interest and time allows.
• Assists with various departmental activities during the August student Move-In process.
• Movement among the dorms is essential.

Marketing and Sales: 

• Develop and execute a comprehensive marketing strategy to attract both internal (UA affiliated) and external entities to increase conference business.
• Identify new avenues to increase summer conference and individual guest business.
• Identify prospective clients and prepare proposals to meet their needs and secure their business. 
  
  

Guest and Group Relations:

• Intentionally establish and maintain effective relationships with key campus partners and service providers; business and civic organizations; the Tucson Chamber of Commerce; and other similar organizations to market the conference program.
• Provide direction to staff involved in the coordination of conference groups to identify and meet group needs, provide training, and share expectations of client groups prior to their arrival.
• Be present for group arrivals and departures as required.
• Work with staff to ensure all group requests/requirements and complaints are responded to in a timely, effective manner throughout their stay on campus.
• Respond and assist with client group emergencies or disciplinary problems.
• Supervise and coordinate with management and line staff to continuously improve services and facility environments.
• Meet with assigned group coordinators following group departure to evaluate group stay, needs, and services.
• Ensure an effective Service Recovery strategy is in place.
• Deliver excellent customer service. 

Knowledge, Skills, & Abilities:

• Fluency in the use of a conference management suite (e.g., Conference Programmer, RMS, StarRez).
• Ability to think critically about the use of technology to improve the customer experience and to make operations more efficient.
• Knowledge of supervisory practices and principles.
• Ability to communicate verbally and in writing and to facilitate meetings.
• Ability to interpret and analyze information, policies, and skill in decision-making.

Physical Requirements:

• Ability to carry/transport materials and supplies from one place to another (up to twenty pounds).