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Guest Services Manager

We are looking to add a Guest Services Manager to our team. See below for details and to apply for the position.
This is a great opportunity to be a part of an organization that believes our team members are our most important resource and therefore take great pride in selecting individuals that help us to achieve our clubs mission.
Guest Services Manager Job Description:
Position is responsible for managing the Guest Services department consisting of Front Desk, PBX Telephone Operators, Bell stand, & Concierge associates.
Position will be requires a flexible schedule that includes day, evenings, nights, and weekends.
Solid 4/5 Diamond experience in Front Office including Front Desk, Night Audit, PBX, Reservations, Bell staff, and Guest Services.
Provide overall direction, coordination, and ongoing evaluation of operations.
Follow & enforce company policies and procedures.
Ensure that all procedures and policies of departmental service standards are communicated and implemented
Manage guest concerns as opportunities to exceed their expectations.
Ability to motivate & instill a guest service attitude in all employees, in order for them to provide memorable service to our guests.
Responsible for growth and maintenance of staff: interviewing, hiring, coaching, counseling , cross training and developing employees for promotions.
Use a "hands-on" approach to management.
Excellent knowledge of computer system and possess ability to make corrections when system errors arise
Attend resort and operations meetings as scheduled
Attend stand up meetings to discuss daily resort activity.
Work closely with Reservation in maintaining hotel occupancy and room inventory.
Communicate extensively with all departments of the resort to ensure guest requests are fulfilled in a timely manner.
Manage assigning complimentary rooms for resort.
Monitor & manage daily inventory and room blocks for all guests.
Monitor all guest account balances while in house.
Issue all credits associated with specific reservation packages booked by guests.
Review Rate Discrepancy report: ensure all reservations have correct rate code and rate attached.
Scheduling of all associates weekly determined by hotel/resort occupancy.
Assign rooms for Site Inspections conducted by sales & marketing.
Develop departments' budget and forecast, monthly and yearly. Ensuring that all financial goals set are obtained over the duration of the year.
Monitor & complete of departments' payroll.
Track systems used improving guest service and satisfaction, i.e. Comment cards.
Cash handling and reconciling of associates banks.
Assign and review of daily tasks for all associates
Compile information for No Show reporting, Early Departure Fees, Late Check out fees, Food & Beverage adjustments, Golf Adjustments, Tennis Adjustments, Spa Adjustments, or Room Rate adjustments.
Other duties as assigned.
Helpful Skills:
Clear, concise written and verbal communication skills.
Experience training and cross-training employees.
Excellent time management skills.
Strong organizational skills.
Strong customer service orientation and skills.
Experience in Housekeeping Department
Overall knowledge of resort/hotel operational procedures.
Creativity in developing new procedures.
Bilingual preferred
Benefits: Health, Dental, Life, 401(k) and much more!
The Resort at Longboat Key Club is a drug-free workplace. Drug testing will be conducted as part of the pre-placement examination. The company also conducts post-offer employment verifications, motor vehicle, and criminal background checks. All offers of employment are subject to satisfactorily completing the checks outlined above. The Resort at Longboat Key Club is also an equal opportunity employer committed to hiring a diverse workforce.

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