Guest Services Manager

LaTour Hotels and Resorts, Inc., now has an exciting opportunity for a Guest Services Manager at our Church Street Inn location in Charleston, SC! LHR offers an excellent benefits plan including medical, dental, vision, company paid life insurance and short-term disability, 401(k) with company match, ancillary benefits, travel perks, free parking and more! LHR contributes to an ESOP and is an EOE!

POSITION SUMMARY

The Guest Service Manager coordinates the activities of the resort personnel as directed by the General Manager and assists them with the management of resort operations. The success of this position comes from ensuring that owners and guests are provided with a memorable vacation experience exceptional service.

ESSENTIAL FUNCTIONS

The Guest Service Manager:

• Manages the Front Desk operation, consistent with standard operating procedures.
• Quickly and effectively establishes rapport with owners, guests, and staff.
• Maintains a positive working relationship and open line of communication with the Board of Directors, Owners, Guests, and Sales/Marketing to ensure high levels of Customer satisfaction
• Coordinates and verify timeshare exchange information and oversee the compilation of weekly reservations and occupancy statistics.
• Responsible for monitoring of rooms inventory, rates, plan availability, and area competition.
• Analyzes demand, occupancy, and seasonal forecasts as part of being responsible for yield and rate management
• Ensures reservation and billing accuracy.
• Acts as the manager on duty when the General Manager is off site.
• Hires, trains, and supervises guest service and front desk employees, providing guidance and assistance as needed.
• Schedules department staff to support occupancy and other resort functions.
• Monitors overtime, payroll and expenses to meet or fall below budget.
• Communicates essential information to other resort departments and ensures logs are kept to document guest service calls.

OTHER FUNCTIONS
The Guest Service Manager may also:

• Respond to escalated questions and concerns from both owners and guests as needed or required to support their team.
• Monitor guest satisfaction processes and feedback through comment cards and online surveys
• Proactive provide hands-on support during peak business times.
• Provide evaluations, coaching and development for Guest Services team members.
• Prepare annual Guest Services Department budget and manage expenses within budget guidelines.
• Act as Manager on Duty when Resort Management is not present.
• May perform other job-related tasks to support the operation of the resort as assigned by management.

POSITION QUALIFICATIONS/REQUIREMENTS

Education/Credentials

This position requires an Associate degree or equivalent experience.

Experience

This position requires at least three years of management experience in customer service, preferably within the hospitality industry. Special consideration will be given to internal candidates with proven progressive leadership abilities or candidates with prior vacation ownership/timeshare knowledge.

• Able to handle stress in a fast-paced work environment.
• Adaptable, flexible and able to multi-task.
• Able to effectively deal with internal and external guests, some of whom will require levels of patience and tact to defuse anger, collect factual information and resolve conflict.
• Able to exercise good judgment in making decisions.
• Able to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented.
• Experience with Choice Hotels a Plus.

PHM’s Core Competencies

• Accountability: Ability to accept responsibility and account for his/her actions.
• Adaptability: Ability to adapt to change in the workplace.
• Customer oriented: Ability to take care of the customers’ needs while following company procedures.
• Enthusiastic: Ability to bring energy to the performance of a task.
• Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.
• Interpersonal: Ability to get along well with a variety of personalities and individuals.
• Responsible: Ability to be held accountable or answerable for one’s conduct.
• Safety awareness: Ability to identify and correct conditions that affect employee safety.
• Tolerance: Ability to work successfully with a variety of people without making judgments.

Knowledge & Skills

• Active listening Ability to actively attend to, convey, and understand the comments and questions of others
• Oral Communication: Ability to communicate effectively with others using the spoken word.
• Judgment: The ability to formulate a sound decision using the available information.
• Management Skills: Ability to organize and direct oneself and effectively supervise others.
• Relationship Building: Ability to effectively build relationships with customers and co-workers.
• Training: Ability to develop a particular skill in others to bring them up to a predetermined standard of work performance.

PHYSICAL REQUIREMENTS

WORK ENVIRONMENT
The Guest Service Manager works in a noisy indoor setting with frequent interruptions and distractions. Occasional local travel may be required. This position occasionally requires work on evenings, weekends and holidays in is based on both the needs of the department and the resort