Assistant Manager Guest Services

About the role

At Holiday Inn Club Vacations, we believe in strengthening families. We look for people who exhibit the courage, caring, and creativity to help us become the most loved brand in family travel. The Assistant Manager of Guest Services is responsible for bringing the brand promise to life in guest-facing service departments. This position serves as a guest advocate and key advisor to the Guest Services Manager and leads some or all aspects of operations of front desk, concierge, security, resort transportation, and/or resort services functions. Success is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience, transportation experience, problem resolution, and/or security experience.

Responsibilities

• Demonstrate Brandhearted leadership by putting the brand at the center of all business decisions.
• Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction.
• Ensure all special needs/requests of guests of all types are fulfilled.
• Respond to and follow up on all problem resolution cases.
• Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards.
• Actively model the brand behaviors in all aspects of the business.
• Balance the urgency of meeting budget goals with focus on team, individual, and brand success.
• Assist in adapting and executing predefined guest service strategies, standards, and programs through daily management practices within front desk, security, transportation, and/or resort services operations.
• Develop PDPs, conduct evaluations, and provide active coaching to develop Brandhearted guest-facing service delivery staff.
• Demonstrate a culture of learning and mentorship for continual performance development.
• Evaluate and recommend adjustments to staffing and performance targets.
• Manage department engagement plans, talent review, and succession planning.
• Execute pre-defined programs and policies within assigned area and teams that maintain a safe and secure environment for guests, team members, and resort assets in compliance with owner’s policies and procedures, and regulatory requirements.
• Assist in the development of departmental budgets and allocation of resources to meet financial goals.

Requirements

• High School Diploma or GED equivalent required.
• Four-year college degree preferred.
• 2 years of customer-facing service/hospitality experience.