Guest Services Manager

About the role

As a Guest Services Manager, you will supervise the activities of the front desk, including check-in/check-out, guest requests, and promotion of in-house activities. You will train associates, plan, assign, and direct work, and address complaints to resolve problems.

Responsibilities

• Supervise front desk operations during your assigned shift.
• Train and ensure your team has current knowledge of the property management system, resort services, reservation process, pricing, and special promotional offers.
• Maintain knowledge of resort features and services, including hours of operation, guest rooms, casitas, layout, decor, rates, special packages and promotions, daily house count, expected arrivals/departures, room availability status, and all scheduled daily group activities.
• Monitor the appearance, standards, and performance of Front Desk employees with an emphasis on training and teamwork.
• Address guest requests, inquiries, and complaints promptly and thoroughly.
• Ensure proper staffing and scheduling of all Front Desk employees in accordance with productivity guidelines.
• Communicate through pre-shift logs, emails, and departmental meetings all pertinent information for the respective shift and areas of operation.
• Other duties as assigned.

Requirements

• At least 6 months of Front Office experience; RV or hotel experience is a plus.
• Knowledge of Reservations Management systems such as DigiRez, ManageAmerica, or RoomMaster is desired.
• Superior work ethic with the ability to prioritize and meet deadlines.
• Excellent communication skills, strong customer service skills, and the ability to problem solve.
• Experience in a customer service environment and experience working with a point-of-sale computer system.
• A passion for delivering exceptional levels of guest service.

Benefits

• Medical, dental, and vision plans.
• Generous 401(k) employer match.
• Paid vacations, holidays, and sick time.