Guest Service Manager

 If you have a passion for growth, can be adaptable while on the job, and overall innovative Blue Water Development wants YOU! At Blue Water, we create an environment where our employees are engaged, empowered, and challenged to put the guest experience first.  Blue Water Development Corporation is committed to the principles of equal employment opportunity and makes employment decisions based on merit. We are committed to complying with all Federal, State, and local laws providing for equal employment opportunities, as well as all laws related to terms and conditions of employment.

Position Purpose:                                                                                              Guest Service Managers represent the hub for guest satisfaction for properties.  These dynamic individuals ensure that all guest-facing departments are at optimal capacity while providing direct support to group sales and recreation and events. 

Essential Responsibilities:  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Support local sales and marketing programs and initiatives.
• Work closely with General Manager and Revenue Manager to ensure inventory is optimized for bookings.  Regularly run reports to analyze site revenue and provide solutions and direction on areas of concern.
• Acts as manager on duty in absence of General Manager which requires overall operational management and support, running of daily meetings and information sharing, and provides daily reporting and analysis for regional team structure. 
• Provides direction to efficiently provide guest services such as check-in, check out, re-booking, and other guest service needs.
• Respond to all guest’s requests, problems, complaints, and/or accidents presented at the front desk in an attentive, courteous, and efficient manner
• Follow up to ensure guest satisfaction
• Attend daily and monthly department and planning meetings
• Maintain a professional working relationship and promote open lines of communication with managers, staff , and other departments
• Acts as liaison for group sales site planning and assignment with sales and reservations teams
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, account discrepancies, etc.
• Operate all aspects of the guest services computer system, including software maintenance, report generation and analysis, and simple programming
• Leads daily, weekly, and monthly site assignment needs.
• Ensure that associates are always, attentive, friendly, helpful, and courteous to all guests, managers, and other associates
• Performs other duties as assigned
• Provides regular and reliable attendance

Success Factors: 

• Outstanding management, organization, communication, and leadership skills
• Experience in providing exceptional Guest Service to the highest standard
• Ability to successfully coordinate staff in a high volume, time-sensitive environment
• Highly organized and detail-oriented
• Thorough knowledge of department processes
• Computer and system savvy

Education/Experience:

• Associates Degree or bachelor’s degree in Hospitality Management, Tourism, or other related fields.
• Minimum 5 years of experience working in guest services; at least one (1) year in a supervisory role

Physical Demands
 
 While performing the duties of this job, the employee is regularly required to talk and hear.   The employee frequently is required to stand; walk; use hands to finger, handle or feel; use office equipment including, but not limited to a computer keyboard, calculator, general office equipment, and multi-line telephone; and reach with hands and arms and requires the ability to occasionally lift office products and supplies to 20 pounds.