** Manager of Guest Services - Front Desk Manager**

**Job Category****:** Resort Operations **Requisition Number****:** MANAG005111 Showing 1 location **Job Details**

**Description**

The Manager of Guest Services will be responsible for bringing the brand promise to life in all front-of-house service departments. The role serves as guest advocate and key advisor to the General Manager and leads some or all of the operation of front office, concierge, security, transportation, and/or resort services. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience and transportation experience and problem resolution.

**ESSENTIAL DUTIES AND TASKS:**

* Demonstrate Brandhearted leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure all special needs/requests of guests of all types are fulfilled. Respond to and follow up on all problem resolution cases.

* Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards. Actively model the brand behaviors in all aspects of the business. Balance the urgency of meeting budget goals with focus on team, individual, and brand success.

* Execute predefined guest service strategies, standards and programs through daily management practices within front desk, security, transportation, and/or resort services operations.

* Development of PDPs, evaluation and active coaching to develop Brandhearted guest facing service delivery staff. Demonstrate a culture of learning and mentorship for continual performance development

* Evaluate and recommend adjustments to staffing and performance targets. Manage department engagement plans, talent review and succession planning.

* Execute predefined guest service strategies, standards and programs through daily management practices within front desk, security, transportation, and/or resort services operations.

* Lead teams in implementing, evaluating and improving programs and policies to maintain a safe and secure environment for guests, team members and resort assets in compliance with owners policies and procedures, and regulatory requirements.

**QUALIFICATIONS:**

* Demonstrated exceptional personal service delivery and problem resolution skills

* Novice level mastery of Microsoft Office products

* Demonstrated ability to anticipate, prevent and solve complex problems, and deliver consistently high-quality results in a fast paced setting

* Demonstrated professional verbal and written communication and presentation skills

**EDUCATION and/or EXPERIENCE:**

* High School Diploma or GED equivalent required. Four year college degree preferred.

* 3 years customer facing service/hospitality

* 2 years leading front line staff

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