Job: GUEST SERVICES MANAGER

Directly supervises all Guest Services and Bell Staff. Responsible for day to day activities of the Guest Services Supervisor, Guest Services Agents, Bell Captain, Bellmen and Night Auditors. Manages department budget, training, and facilitates department meeting. Must manipulate systems to better meet the needs of owners in this ever-changing environment.

KEY FUNCTIONS & RESPONSIBILITIES


Manages and ensures efficient operation of Guest Services, Bell and Night Auditing functions, utilizing shift checklists as a method of accountability.
Constantly evaluate all positions to ensure service expectations are attained.
Review daily labor schedules and authorize increase and/or reductions as required to ensure productivity.
Monitors check in and check out process, ensuring that guest expectations are exceeded.
Maintain communication with all hotel departments to ensure correct and timely delivery of information related to guest activity.
Maintains knowledge of each job description and ability to perform all duties of personnel under his/her supervision. Must have a thorough understanding of internal customers’ jobs, i.e., Housekeeping, Reservations, Owner Services, Accounting, etc.
Responsible for recruiting, hiring, training, and regular review of all employees. Develops promotable employees.
Exercises good leadership skills, sound decisions, delegation of duties, fair treatment of employees; motivates and sets standards by example.
Administers and enforces all company operating policies and procedures, including emergency plans.
Ensures that all prescribed accounting policies are followed, Guest Services accounts are in balance daily, credit procedures followed.
Responsible for effectively handling guest complaints and problems. Complete knowledge of MOD program, guest complaint requirements and procedures (empowerment parameters).
Must be able to turn a negative into a positive for the resort.
Train all participants involved in the M.O.D. program. Update and revise procedures as needed to ensure complete guest satisfaction and provide safest environment possible for all employees and guests.
Must possess a detailed understanding of interval ownership, the exchange process, inventory challenges, program benefits, 2 bedroom/lock off, IOA.
Manages owner rental program. Ensures system is managed to effectively produce positive
results for owners and resort. Creates additional demand, to allow more rooms for sales to
book additional groups requiring rooms. Effectively tracks and responds to owners in a timely
manner.
Establishes monthly goals for department in conjunction with Assistant General Manager and
monitors attainment. Measures success of new procedures statistically and tracks to ensure
improvements are within control limits.
Maintains positive, productive communication with other departments, especially
Housekeeping, Accounting, Owner Services, and Reservations to ensure maximum attention
to detail.
Maintains required supplies and products for the day-to-day operations through Purchasing,
within budget guidelines.
Conducts informational review/training meetings within the department at least once a
month, see department agenda criteria.
Supports an atmosphere where employees are empowered to make “On the spot decisions”
(within the parameters) and employees are trusted. Ensures employees are treated fairly and
equally when administering discipline and praise.

Minimum 3 years experience as Guest Services Manager or related experience in high quality
resort with strong supervisory experience.
Extensive knowledge of Guest Services operations.
Strong guest services orientation and leadership skills.
Strong interpersonal skills
Strong written and verbal communication skills.
Works well under pressure.

Physical Requirements:
Able to stand on feet for long periods of time.
Able to lift minimum of 25 pounds.