Description

Job Summary:

The Guest Services Manager is responsible for ensuring that all owners, guests and visitors experience service that exceeds their expectations. Their responsibilities include supervising front desk operations, managing guest inquiries and requests, and leading a team to uphold our standards of hospitality. Promote enhanced experiences to improve programs and scores for the resort. They are also responsible for technical and business matters for overnight operations which include but are not limited to, addressing guest requests and inquiries, assisting with emergencies that arise, oversight of security issues that may occur, and coverage of night audit as needed.

Essential Functions:

• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages Front Office employees. Manages all day-to-day operations.
• Understands employee positions well enough to perform duties in employees’ absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Communicate performance expectations in accordance with job descriptions for each position and monitors’ progress.
• Improves service by communicating and assisting team members to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Promote positive inter-departmental relationships, and work towards success with other departments within the organization.
• Work in conjunction with the Resort Management team (RMT) to provide exceptional customer service in every interaction with owners and guests. Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Collaborate with our Learning and Development team to train employees on how to maximize service levels and generate positive guest feedback.
• Recruit, interview, hire and ensure proper training of new employees.
• Conduct coaching, counseling, and disciplinary action.
• Manage overnight operations and cover night audit duties as needed.
• Ensure that staffing and supplies are managed efficiently and at levels that promote positive guest experiences.
• Manage the resort’s risk through the Yes& safety program
• Ensure timely and appropriate documentation of all accidents and incidents.
• Be involved with and promote Yes& social networking initiatives for the resort.
• Proactively address issues that could negatively affect overall resort quality.
• Ensure compliance with all Front Office policies, standards, and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to company policies and company standards.
• Maintain a flexible work schedule based on business needs and ensure RMT presence on property seven days per week.
• Ensure proper scheduling of all employees and sufficient coverage on all shifts.
• Approval and processing of timesheets and leave requests.
• Ability to adapt to new initiatives, change of course and prioritize appropriately.
• Perform all other duties as needed.

Requirements

Job Specifications:

• 2-3 years of experiences in the timeshare and/or hotel industry preferred.
• Excellent customer service skills.
• Proficient in Word and Excel.
• Excellent oral and written English communication skills.
• Must have professional appearance.

Systems:

• Paylocity
• MS Office Suite
• PMS System
• Salto
• Max Panda

Work Posture Requirements:

• Sitting: Frequently
• Standing: Frequently
• Walking: Frequently
• Driving: Frequently
• Bending (from waist): Occasionally
• Crouching (squat): Occasionally
• Kneeling: Occasionally
• Crawling: N/A
• Climbing (stairs): Frequently
• Climbing (ladder): Rarely
• Twisting: Occasionally
• Reaching: Occasionally
• Wrist Motion: Frequently

Carrying Requirements:

• Items Carried: Luggage, Documents
• Distance: 100 ft.
• Times Per Day: Occasionally
• Maximum Weight: 40 LBS

Moving/Lifting Requirements:

• Items Moved/Lifted: Cart, Luggage, Boxes
• Times Per Day: Occasionally
• Maximum Weight: 100 LBS. Moving/40 LBS. Lifting

Moving/Lifting Levels/Heights:

• Floor: Occasionally
• Knee: Occasionally
• Waist: Occasionally
• Chest: Occasionally
• Overhead: Occasionally

Push/Pull Requirements:

• Item Name: Furniture Frequency: Rarely
• Item Name: Shampooer Frequency: Rarely
• Item Name: Vacuum Frequency: Occasionally
• Item Name: Utility Cart Frequency: Occasionally

Environmental Conditions:

• Inside/Outside: Yes
• Hot/Cold Temperatures: Yes
• Wet: No
• Noise: Yes
• Power Equipment: No
• Traffic Hazards: Yes
• Chemical Hazards: Yes
• Heights: Yes
• Dust: Yes
• Close Quarters: Yes
• Fumes/Odors: Yes