Guest Services Manager - WorldMark Portland

About the role

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Manage all aspects of the front desk operations using strong customer relations and leadership capabilities to make quick decisions and problem solve to achieve highest quality guest experience while ensuring compliance with quality and financial standards.

Responsibilities

• Oversee the daily operation of the Guest Service Department (30% time):
  • Foster and maintain positive relations with owners, guests, HOA and all operational departments
  • Provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations
  • Evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction
• Maintain positive customer and associate relationships (20% time):
  • Hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans
  • Ensure proper staffing and scheduling for maximum productivity; control payroll costs to achieve maximum profitability
  • Communicate priorities to staff through daily and weekly meetings
• Manage guest service expectations (20% time):
  • Coordinate and verify guest reservation information
  • Manage strict room inventory to achieve highest possible room occupancy percentage
  • Manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received
  • Review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff
• Support audit standards (15% time):
  • Own and manage the Internal Audit process
  • Ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures
• Manage and support all financial aspects of the department (10% time):
  • Prepare annual department budget by identifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data
  • Maintain cost control and appearance of retail inventory
• Perform other duties as needed (5% time)

Requirements

Education

• College degree preferred or equivalent training/experience

Training & Certifications

• Valid driver’s license
• CPR certification, or to be obtained within 6 months of hire

Knowledge & Skills

• Understanding of resort financials
• Demonstrated ability to work under pressure
• Strong leadership skills with ability to coach, mentor, train and develop staff
• Excellent verbal and written communication skills
• Ability to accurately follow instructions, both verbally and written
• Ability to maintain confidential information
• Detail oriented

Technical Skills

• Working knowledge of various computer software programs
• Working knowledge of property management systems

Experience

• Two to three years of management experience (3+ at Resort II III)
• Three to five years hospitality customer service experience

Benefits

Comprehensive health and welfare benefits for associates who work 30 or more hours per week (certain benefits may be available to associates working fewer hours where required by applicable law). Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical, Dental, Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Paid time off, parental leave and holidays (depending on position; speak to recruiter for details)
• Wish day — paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure)
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Culture & Values

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.