A role in Guest Services is a great way to get started with LHR.

In this role you'll be working face to face with our guests to establish a positive rapport and provide excellent guest services from the first greeting through check-out.

It is essential that we make guests feel welcome, that their needs are met and that any questions / problems are resolved efficiently and appropriately.

This position is vital to our operations and serves as the foundation for providing the best hospitality LHR can offer at each of its locations.

What's in it for you? Competitive pay based on experience! We offer membership to our travel club as a benefit to every employee after their first few months.

This includes :

• Access to deeply discounted stays at our resorts
• Access to discounted stays at partner resorts and hotels
• Discounts on other travel-related expenses like airfare, car rental and more. Full time employees can also look forward to a more comprehensive benefit plan including medical, dental, vision, company paid life insurance, 401(k) with company match, ancillary benefits, and much more! Park Plaza Resort is managed by LaTour Hotels and Resorts, Inc.

and as an ESOP (Employee Stock Ownership Plan) company our employees are invested in the company, meaning that when you succeed, you're working towards both the company's future and your own.

POSITION SUMMARY The Guest Service Manager coordinates the activities of the resort personnel as directed by the General Manager and assists them with the management of resort operations.

The success of this position comes from ensuring that owners and guests are provided with a memorable vacation experience exceptional service.

ESSENTIAL FUNCTIONS The Guest Service Manager :

• Quickly and effectively establishes rapport with owners, guests, and staff.
• Maintains a positive working relationship and open line of communication with the Board of Directors, Owners, Guests, and Sales / Marketing to ensure high levels of Customer satisfaction
• Coordinates and verify timeshare exchange information and oversee the compilation of weekly reservations and occupancy statistics.
• Responsible for monitoring of rooms inventory, rates, plan availability, and area competition.
• Analyzes demand, occupancy, and seasonal forecasts as part of being responsible for yield and rate management
• Ensures reservation and billing accuracy.
• Acts as the manager on duty when the General Manager is off site.
• Hires, trains, and supervises guest service and front desk employees, providing guidance and assistance as needed.
• Schedules department staff to support occupancy and other resort functions.
• Monitors overtime, payroll and expenses to meet or fall below budget.
• Communicates essential information to other resort departments and ensures logs are kept to document guest service calls.

OTHER FUNCTIONS The Guest Service Manager may also :

• Respond to escalated questions and concerns from both owners and guests as needed or required to support their team.
• Monitor guest satisfaction processes and feedback through comment cards and online surveys
• Proactive provide hands-on support during peak business times.
• Provide evaluations, coaching and development for Guest Services team members.
• Prepare annual Guest Services Department budget and manage expenses within budget guidelines.
• Act as Manager on Duty when Resort Management is not present.
• May perform other job-related tasks to support the operation of the resort as assigned by management.

Last updated : 2024-06-19