Guest Services Manager

• →Responsibilities listed may not apply to all locations
• →Supports the vision and goals of the General Manager and assists in creating and implementing new service initiatives
• →Is a hands-on leader and a visible front office team member who leads by example
• →Monitors departmental service levels and acts accordingly
• →Identifies areas of opportunity to improve processes and procedures to elevate the overall guest experience
• →Is responsible for internal audits to ensure compliance with corporate SOPs and QA standards
• →Is responsible for staff development
• →Serves as Manager on Duty as needed.
• →Works all shifts as need dictates
• →Is responsible for other duties as set forth by the Resort Manager, including but not limited to training, scheduling, coaching, and counseling, disciplinary action, conducting meetings, completing monthly reporting, assisting in inventory management, and leading the front office staff.
• →Works front desk as needed, checking in/out, answering phones and handling guest comments and concerns
• →Assists in the management of the resort’s room matrix, discrepant reservations, and maintaining inventory
• →Monitors front desk controls, cash drawers, change given, and key inventories, codes payables and distributes invoices
• →Provides follow up of maintenance/ housekeeping requests
• →Steps into any role as necessary
• →Ensures the satisfaction of all guests by responding to guests needs, leading other Team Members in handling guests’ concerns
• →All other duties as requested

Education, Essential Training / Certifications, and Experience:

• High School Diploma/GED
• Minimum 3 years of Front Desk experience in hotel/resort operations, preferably in vacation ownership
• Previous AGM experience preferred
• Exceptional communication and leadership skills

Skills, Knowledge, and Abilities:

• Excellent interpersonal skills when dealing with guests, Team Members, and the general public
• Good work ethic
• Knowledge of daily operations of the front desk, reservations, and problem resolution
• AS400/TSW experience preferred
• Ability to supervise, train and mentor Team Members
• Ability to analyze customer needs and assist in resolving all customer challenges and stressful situations
• Knowledge of Vacation Ownership is preferred
• Strong interpersonal and organizational skills
• Effective oral and written communication skills coupled with strong interpersonal skills
• Demonstrated ability to manage multiple functions and multitask
• Flexible schedule, ability to work evenings, weekends and holidays

Shift: Flexible schedule, ability to cover shifts at a moment’s notice

• Regular Hours, On-Call, and Weekend

Travel:

• None