Assistant Manager - Guest Services

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you. 

The Assistant Manager - Guest Services will be responsible for bringing the brand promise to life in guest service departments. This position serves as a guest advocate and key advisor to the Guest Services Manager, Senior Manager or General Manage and leads some or all of the aspects of operations of front desk, resort services call center, concierge, security, resort transportation and/or resort services functions. This role assists in the execution of operational strategies and priorities for the specific functions and direct reporting teams under remit. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience, transportation experience, problem resolution, and/or security experience.

COMPANY BENEFITS:

•Growth Opportunities
•401K
•Comprehensive Benefits – Health, Dental and Vision Plans.
•EAP – Employee Assistance Program
•PTO - Paid Time Off
•Discounts through IHG including additional discounted employee benefits through our company Perks website
•Tuition Reimbursement & Continuing Education Courses
•Outstanding Company Culture

ESSENTIAL DUTIES AND TASKS:

• Development of PDPs, evaluation and active coaching to develop Brand hearted 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. Assist with managing department engagement plans, talent review and succession planning.
• Demonstrate Brand hearted 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 with front desk, security, transportation, and/or resort services operations.
• 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.
• Operate department successfully within budgetary guidelines.

QUALIFICATIONS:

• Demonstrated exceptional personal service delivery and problem resolution skills
• Novice level mastery of Microsoft Office products.
• Demonstrated ability to anticipate, prevent and solve complex problems in a fast paced setting
• Demonstrated professional verbal and written communication and presentation skills.
• Driving record must qualify to drive company owned vehicles.
• Must be at least 21 years of age with a valid driver’s license, and minimum of 4 years of driving experience
• May not have any Type A violations in the last three (3) years (which include, but are not limited to, DWI, DUI, refusing a substance test, driving with an open container of alcohol, reckless driving, hit and run, fleeing a police officer, racing, driving while license is revoked or suspended, manslaughter or any felony)
• May not have more than two (2) Type B moving violations in the last three (3) years; (includes most driving violations such as speeding, improper lane change, failure to yield or obey a traffic signal or sign, license suspension or at fault accidents.
• May not have more than one at-fault accident within last three (3) years; and
• May not have one (1) Type B moving violation and one (1) at-fault accident within three (3) years.

EDUCATION and/or EXPERIENCE:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

• CPR preferred

SUPERVISORY RESPONSIBILITIES:

• Directly supervises up to 10 employees 

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.