What are the responsibilities and job description for the Guest Services Manager position at Career Site Brand?
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.
COMPANY BENEFITS:
- Matching 401K
- Growth & Developmental Opportunities
- Comprehensive Medical, Dental & Vision Benefits
- EAP – Employee Assistance Program
- PTO - Paid Time Off
- Travel Benefits, Discounts & FREE Vacations through our ClubGo Program
- Tuition Reimbursement & Continuing Education Courses
- Outstanding Company Culture
The Manager of Guest Services will be responsible for bringing the brand promise to life in all front-of-house service departments. The role serves as guest advocate and key advisor to the General Manager and leads some or all the operation of front office, and/or resort services. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience, and problem resolution.
ESSENTIAL DUTIES AND TASKS:
- 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.
- 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. Manage department engagement plans, talent review and succession planning.
- Execute predefined guest service strategies, standards and programs through daily management practices within front desk, and/or resort services operations.
- Lead teams in implementing, evaluating and improving programs and policies to maintain a safe and secure environment for guests, team members and resort assets in compliance with owner’s policies and procedures, and regulatory requirements.
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, and deliver consistently high-quality results in a fast-paced setting.
- Demonstrated professional verbal and written communication and presentation skills.
- Must have 4 years of driving experience with an active driver’s license.
EDUCATION and/or EXPERIENCE:
- High School Diploma or GED equivalent required. Four-year college degree preferred.
- 3 years customer facing service/hospitality.
- 2 years leading front line staff.
