Guest Services Manager

Basic Function:  Oversees all of the guest services areas including, Front Desk, Bell Staff, and Concierge.  Ensure high level of guest satisfaction and smooth running operations.  Maintains financial responsibility over Guest Services

Work Performed:

1. Overall knowledge of all resort operations 
2. Oversee and have a working knowledge of all Front Office systems 
3. Ensure that the resort runs smoothly and that any guest complaints and/or emergencies are handled in an expeditious and satisfactory manner
4. Ability to deal effectively with all departments on daily basis to ensure high standards of guest services      
5. Ability to ensure high level of services is maintained in all areas
6. Anticipate and intervene in all incidents of guest dissatisfaction and attempts to satisfy all such guests within resort policy
7. Hold monthly department meetings with direct reports to review resort events, departmental policies and procedures and maintain high level of moral 
8. Effectively supervises all areas include coaching and counseling, and disciplinary action as necessary
9. Organize and oversee group arrivals and departures with the Bell Captain
10. Interview and hire new staff as necessary for the departments
11. Conduct performance reviews as necessary for the Guest Service department
12. Schedule employees based on occupancy forecast and levels to ensure adequate coverage in order to minimize payroll and labor costs
13. Ensure that department profitability objectives are met
14. Monitor payroll and labor costs on a daily basis
15. Create department budgets annually and effectively controls expenses 
16. Responsible for the economical purchase and control of all equipment in the departments
17. Interact with VIP’s, Homeowners, and Group Coordinators as necessary
18. Inspect VIP rooms as necessary prior to arrival to ensure high standards and personally greet al VIPs whenever possible
19. Know all safety and emergency procedures for guests and employees and how to act upon them 
20. Develop and implement service standards to ensure a consistent guest experience at a high quality level
21. When serving as MOD, address all night guest complaints to ensure proper and satisfactory resolution and ensure that nightly MOD report is completed and pertinent information is properly documented and passed on to resort management
22. Effectively implement training for all staff and train in all areas as necessary
23. Maintain outside business contacts within the hotel/resort industry
24. Responsible for the implementation and effectiveness of all cash handling within all reporting departments 
25. Understand accident prevention policies and contact proper authorities for any emergencies and complete all necessary paperwork associated with the incident
26. Other duties as assigned

Supervision Exercised:  Front Office Supervisor, Bell Captain, Lead Concierge

Supervision Received:  Front Office Manager

Responsibility & Authority:

1. Oversee Guest Services staffing, operations and financial responsibilities
2. Maintain a high level of guest service at all times in all guest services areas 
3. Uphold the resort commitment to hospitality
4. Act as Manager on Duty as required
5. Work closely with all departments to ensure guest service levels are being met

Minimum Requirements:

Bachelor’s degree from four-year College or university; or equivalent related work related experience and/or training. Prefer 2 years’ Front Desk supervisory experience and hotel/resort operations experience.   Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease.  Computer skills required.  Strong guest and team member relations skills

Physical Requirements:

45% Sitting

65% walking, standing and bending

Lifting/Carrying up to 25 lbs.

Hearing and Manual dexterity

Distance vision 1-3 feet

Ability to drive golf cart on occasion as necessary