At Migizi* we understand your family life is important, it’s important to us too. That is why we offer flexible schedules for a greater work life balance. Along with that we also offer paid holidays, employee discounts, a 24/7 access to Nimkee Fitness Center and 401K which is matched up to 4% by the tribe.
Full Time employees get Medical, Dental, & Vision insurance. Flex Spending Accounts, Teladoc, Life Insurance, Accidental Death and Long Term Disability.
Prescription plan with free fills on most generic brands when using our Cardinal Pharmacy
Guest Services Manager – Soaring Eagle Waterpark and Hotel
Position Summary:
The Guest Service Manager coordinates all company-wide Guest Service initiatives. The Guest Service Training Manager is responsible for leading, developing, and support the Guest Service Team to deliver exceptional hospitality throughout the hotel and waterpark. This role ensures consistent service standards, oversee daily front-of-house operations, and designs and implements training programs that strengthen guest satisfaction, team performance, and operational excellence. The Guest Service Manager serves as a visible leader, role model, and culture carrier, upholding the values of the organization and ensuring a welcoming, safe, and service-focused environment for all guests and team members. Although all Migizi enterprises are part of the Saginaw Chippewa Indian Tribe of Michigan, they operate under the Migizi Economic Development Company Policies and Procedures.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
Guest Experience & Service Excellence
- Oversee the Guest Services operations and teams, to include added security.
- Lead the Guest Services team in delivering warm, accurate, and efficient service at all touchpoints.
- Resolve guest concerns with professionalism, empathy, and timely follow-up.
- Oversee guest recovery processes and ensure documentation is completed accurately.
- Monitor lobby, front desk, and public areas for cleanliness, safety, and guest readiness.
- Maintain a strong presence during peak times, weekends, specials events, and holidays.
- Leads and motivates the Guest Services teams to achieve company goals, objectives, and accountability.
Training and Development
- Interview, hire, train, coach, and discipline the Guest Service team as needed.
- Create, implement, and maintain training program for Guest Service Representatives, Supervisors, and new leaders.
- Facilitate onboarding, service standards training, systems training, and ongoing skill development.
- Conduct coaching sessions, performance refreshers, and service audits to ensure consistency.
- Develop quick-reference guides, SOPs, and visual training materials to support learning.
- Track training completion, performance trends, and skill gaps.
- Train, reinforce, and model behaviors and actions that are aligned with the Migizi Guest Service standards and philosophies.
Leadership & Team Management
- Provide daily leadership, mentorship, and accountability for the Guest Services team.
- Schedule, supervise, and evaluate team members to ensure adequate coverage and high performance.
- Foster a positive, inclusive, and collaborative work environment.
- Support hiring, interviewing, and onboarding of new team members.
- Uphold Tribal values, organizational culture, and service expectations.
- Adhere to an annual Labor Budget and staff schedule according to budget.
- Monitor, track, and reward team based on incentive programs designed to meet variety of department and property goals.
- Assist management team in leading ongoing training programs and conducting regular service audits that ensure standards are consistently reinforced.
- Review arriving reservations and hotel statistics to monitor room rates and inventory status. Maximize room revenue and occupancy daily.
- Maintain information on prices, rates, specials, packages, programs, etc. while ensuring all associates are trained in all reservation and sales.
- Closely monitors competitive pricing and understands the impact of relative pricing decisions on property performance. Ensures the staff levels and position composition are optimal to meet operational demands and labor expense objectives.
- Works cross functionally to ensure proper support to the Waterpark and all other Migizi businesses requiring support, including shared staff for Guest Service functions, cash handling, situational responses, and communications.
- Responsible for maintaining personnel records and approving payroll.
Operational Oversight
- Oversee front desk operations, including check-in/check-out, reservations, billing accuracy, and cash handling.
- Ensure compliance with hotel policies, Tribal Policies, and safety standards.
- Closely monitors competitive pricing and understands the impact of relative pricing decisions on property performance.
- Reviews and analyze STR data on a weekly and monthly basis with departmental leaders.
- Complies Weekly Performance Report to analyze key drivers to market.
- Maintains complete understanding and effective execution of current and new revenue management tools.
- Maintains compliance to company standards for rate plans, rate categories, group rates, etc.
- Responsible for ensuring regulatory compliance with all applicable laws, ordinances, etc. which govern the property and related businesses.
- Understands the overall property and that each individual enterprise must operate at a profit.
- Monitors and authorizes expenditures in accordance with department budgets and makes adjustments to spending levels due to business volumes.
- Conducts monthly information meetings with the various department heads to ensure good communications within SEWPH operations.
- Conducts daily and frequent site inspections to ensure that the highest possible standards of safety, courtesy, cleanliness, and efficiency are met to standards.
- Manages Guest complaints and concerns and ensures that Guests comply with regulations, policies, and safety standards for all assigned properties.
- Maintains understanding and effective execution of current and new revenue and cash management tools and techniques.
- Maintains responsibility for all accounts receivable reconciliation.
- Works closely with Marketing and Sales teams to develop and update strategic sales plans.
- Maintains and oversees property-wide surveillance and security techniques and requests for review.
- Conducts internal investigations and works with local and Tribal enforcement agencies during external investigations or inquiries.
- Ensure quality control and accountability with assigned inventory responsibilities.
- Must be available to work weekends, evenings, and holidays.
- Maintain communication with Housekeeping, Maintenance, Waterpark, and other department to ensure seamless operations.
- Assist with forecasting, staffing needs, and operational planning.
- Support Executive MOD responsibilities are assigned.
- Performs other duties as assigned.
Communication & Collaboration
- Serve as a liaison between Guest Services and leadership, ensuring timely communication of issues, trends, and opportunities.
- Clearly communicate strategic vision and objectives on how to drive revenues and improve performance.
- Provide daily staff reports, guest feedback summaries, and training updates.
- Collaborate with Marketing, Housekeeping, Waterpark, and Food & Beverage to support guest experience initiatives.
Skills, Knowledge, and Abilities (SKA’s)
- Ability to lead others and effectively coordinate and collaborate with key stakeholders.
- Ability to provide a high level of customer service.
- Effective presentation, networking, prospecting, negotiation, oral and written communication skills.
- Effective analytical, problem solving, critical thinking, research, strategic planning, organizational, and time management skills.
- Demonstrate ethical behavior, professionalism, and a high work ethic.
- Advanced proficiency skills in Microsoft Office Products; including Word, PowerPoint, Excel, and Project, as well as Business Plan Pro or equivalent planning software systems.
- Ability to multi-task, work independently, and integrate into a team environment.
Work Environment/Safety Hazards:
Normal working environment in an office setting. Frequent use of hands, wrists, and fingers associated with computer operation. Frequent walking throughout Tribal properties. Essential duties of the position may require long periods of sitting. Must be able to lift items up to 50 lbs. While performing the duties of this job, the Team Leader occasionally may be exposed to wet and dry conditions, fumes, and various chemicals. The noise level in the work environment is usually loud in the waterpark facility. A moderate amount of travel may be required.
Minimum Qualifications:
Required:
Qualifications
- 3-5 years of hospitality or customer service leadership experience required, hotel experience strongly preferred.
- Proven ability to train, coach, and develop teams.
- Strong communication, conflict resolution, and guest recovery skills.
- Ability re remain calm and professional in high-pressure situations.
- Proficiency with hotel PMS systems, Microsoft Office, and standard office tools.
- Ability to work flexible hours, including evenings, weekends, special events, and holidays.
- Commitment to upholding Tribal values, cultural respect, and service excellence.
- Bachelor’s degree in Science or Administration in Hospitality, Sales, Management, or a related field.
- Five (5) years of hospitality property management experience with direct profit & loss accountability of all property venues/departments.
- Possess and maintain a valid Michigan driver’s license and Tribal driver’s license.
- Pre-employment background check and drug screen
Preferred:
Saginaw Chippewa Indian Tribe of Michigan Tribal Preference Candidate preferred
Make the change today. Come be a part of the Migizi team.
*Part of the Saginaw Chippewa Indian Tribe of Michigan.
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