Guest Services Manager

Position Summary: 

The Guest Services Manager ensures guest satisfaction and maximizes room revenue by overseeing all front office operations in alignment with Basin Harbor’s standards. This role leads, trains, and supervises the Front Desk, Bell, Concierge, and Switchboard teams while addressing guest service concerns and acting as Manager on Duty.  

Diversity helps us build a team that represents a variety of backgrounds, skills, and perspectives. We are an Equal Opportunity Employer

Key Responsibilities: 

The Guest Services Manager is responsible for the following duties: 

• Team Leadership:  
• Oversee the recruiting, interviewing, hiring, training, and development of guest service staff: Front Desk, Concierge, Bell staff, and Switchboard. 
• Provide initial and ongoing training for all guest service staff to uphold Basin Harbor service standards. 
• Foster a safe working environment for all team members. 
• Lead by example, maintaining a professional appearance and adhering to grooming standards. 

• Ensure exceptional guest satisfaction by responding to inquiries and resolving issues. 
• Monitor and manage the guest golf cart rental fleet to ensure availability and condition. 
• Identify and implement opportunities to improve guest services and operational efficiency. 
• Collaborate with Reservations to ensure accurate collection, verification and data entry of guest information and notes. 

Operational Oversight: 

• Manage department schedules to meet resort needs. 
• Approve weekly payroll for Guest Services staff. 
• Collaborate with Reservations, Housekeeping, Facilities, Food and Beverage, and Accounting teams to address guest needs, billing accuracy, and service efficiency. 
• Oversee guest folio management and ensure accurate guest billing and collection. 
• Policy and Process Development: 
• Create and maintain operational procedures and training manuals. 
• Suggest promotions, packages, and specials to enhance guest experience and revenue. 
• Review and verify daily reports and tasks to ensure accuracy and completeness. 
• Actively explore opportunities to improve guest services and operational efficiency. 
• Collaboration and Communication: 
• Participate in relevant meetings and share information with the Guest Services team. 
• Execute additional tasks as directed by leadership to contribute to Basin Harbor’s overall success. 

Essential Qualifications and Competencies: 

Education and Experience: 

• High school diploma or equivalent required 
• 5–7 years of experience in a hotel front desk setting. 
• Bachelor’s degree preferred, with 3 years of experience in a similar role. 
• Experience in a 4- or 5-star property is highly desirable. 

Skills and Abilities: 

• Strong customer service and communication skills. 
• Proven ability to manage and resolve challenging guest interactions. 
• Leadership skills to motivate and guide a diverse team. 
• Strong business and financial acumen. 
• Ability to prioritize and manage multiple tasks in a fast-paced environment. 
• Proficiency in MS Office Suite and ability to learn various software systems. 
• Experience with sms|HOST and Silverware POS is a plus. 

Physical Requirements: 

• Ability to stand, walk, use hands, and talk or hear throughout the workday. 
• Occasionally required to climb, stoop, kneel, crouch, or lift up to 40 pounds. 
• Ability to sit or stand for extended periods. 

Additional Requirements: 

• Self-motivated with a proactive approach to tasks. 
• Strong written communication and report-writing skills. 
• Willingness and ability to pass a background check. 

This role offers an exciting opportunity to lead a dynamic team and contribute to the exceptional guest experience that defines Basin Harbor. We look forward to welcoming a dedicated and talented individual to join our team.