What are the responsibilities and job description for the Guest Services Manager/Assistant Guest Services Manager (Resort) position at Enchantment Group Management Company LLC?
ABOUT OUR COMPANY & RESORT:
Tanzerra Resorts is a leading international luxury resort company, renowned for providing unparalleled guest experiences in unique and iconic destinations. Each Tanzerra Resort is as unique as its location, offering an exceptional blend of luxury, comfort, signature experiences, world-class culinary arts, and private events that cater to discerning travelers and event planners from around the globe. We are committed to delivering outstanding, personalized service and creating memorable stays for our guests and focus on caring for our team members just as much as we care for our guests.
The Tides Inn is a beloved waterfront, luxury resort nestled on Carter’s Creek in Irvington, Virginia. The property has been a cherished destination for generations and has recently undergone a number of renovations and enhancements that are helping elevate the brand and overall experience. The Tides features 70 luxurious accommodations, tennis and pickleball courts, wellness treatments, a working farm, Markers Space (for artistic activities), its own marina and two distinct restaurants, Salt & Meadow Restaurant and Fish Hawk Oyster Bar. As it has evolved, the Tides Inn is becoming more widely recognized for its elite programming, culinary experiences, commitment to environmental stewardship, and world-class hospitality.
ABOUT THE ROLE:
The Guest Services Manager & Assistant Guest Services Manager plays a pivotal role in ensuring an exceptional guest experience by supporting Guest Services in overseeing daily operations. This position involves managing guest relations, resolving issues promptly, and maintaining high standards of service quality. The role requires coordinating with various departments to ensure seamless service delivery and guest satisfaction. The Assistant Manager will also assist in training and supervising guest services staff to uphold company policies and enhance team performance. Ultimately, this position contributes significantly to fostering a welcoming environment that encourages repeat business and positive guest feedback.
Qualifications:
- 1–3 years supervisory experience in hotel/resort setting
- Familiarity with Forbes Standards
- Degree in Hospitality management or related, preferred
- Strong computer skills
- Strong organizational skills
- Effective communication skills, both verbal and written
- Exceptional Customer Service Skills
- Able to prioritize and perform multiple tasks
- Ability to work flexible hours including evenings, weekends, and holidays
- Experience in the learning and development of team members
Responsibilities:
- Assist in managing daily guest services operations to ensure smooth and efficient service delivery
- Respond promptly and effectively to guest inquiries, concerns, and complaints to maintain high satisfaction levels
- Support the training, supervision, and development of guest services staff to promote excellent customer service
- Coordinate with other departments such as housekeeping, maintenance, and food and beverage to address guest needs and resolve issues
- Monitor service standards and implement improvements to enhance the overall guest experience
Skills:
The Guest Services Manager / Assistant Guest Services Manager utilizes strong communication skills daily to interact with guests and staff, ensuring clear and courteous exchanges. Problem-solving abilities are essential for addressing guest concerns promptly and effectively, maintaining satisfaction and loyalty. Leadership and team management skills are applied when training and supervising staff, fostering a collaborative and motivated work environment. Organizational skills help coordinate with multiple departments to streamline operations and enhance service delivery. Additionally, proficiency with guest management software and technology supports efficient handling of reservations, guest requests, and reporting.
We offer a comprehensive benefits package for full-time qualifying roles designed to support your health, financial security, and overall well-being. Benefits include medical, dental, and vision coverage; a Health Savings Account (HSA); fitness and wellness programs; disability insurance; basic and voluntary life insurance; an Employee Assistance Program (EAP); a hearing discount program; and more. Our total rewards package is built to help you thrive both personally and professionally.
The Tides Inn is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable federal, state, or local law.