What are the responsibilities and job description for the Guest Services Manager position at The Grove Resort & Water Park Orlando?
SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best-in-class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career.
We offer a comprehensive full-time benefits package consisting of EARLY PAY OR EARNED WAGE ACCESS get paid before payday, medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!
In this role, you'll warmly welcome our guests and provide exceptional service throughout their stay. You and the entire front desk team are dedicated to ensuring guest satisfaction by crafting remarkable and seamless experiences from the moment guests arrive. Inspire and empower the Guest Services TEAM to embody excellence, fostering repeat business through outstanding leadership. Your efforts will create unforgettable and unique memories that leave a lasting impression.
Essential Job Functions:
- Promote exceptional customer service by setting a positive example and consistently providing our guests with outstanding service and courtesy
- Respond promptly and effectively to guest questions and requests
- Fosters strong working relationships within Guest Services and with other departments by communicating effectively
- Empower new team members with the essential procedures and techniques of exceptional guest service through comprehensive training
- Emphasize continuous team improvement through proactive coaching, mentoring, and corrective measures to exceed standards
- Ensure meticulous upkeep and maintenance of all guest services equipment and storage areas.
Physical Demands:
- Ability to lift, carry, push or pull 10 lbs
- Stand, walk and work at times in confined spaces throughout the shift in full sight of guests
Qualifications:
Education:
- High school diploma or its equivalent
- Hotel and Restaurant Certification preferred
Experience:
- 5-years' combined experience in guest services and supervisory experience in hotels or related professional area preferred
- Basic mathematical skills to operate and prepare calculations for financial reporting
- Effective analytical skills to evaluate reservations and make informed decisions on room availability or guest resolutions with sound judgment
- Full understanding and comfort working on a computer with MS Suite-Outlook, Word, Excel
- Previous experience with hotel PMS systems a plus. Examples: Springer Miller Systems (SMS), Hotsos, Reveinate.
Spire Hospitality, LLC is an Equal Opportunity Employer, including disability and veterans
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
