What are the responsibilities and job description for the Guest Services Manager position at Career Site Brand?
Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships? We’re looking for people like this to join our friendly, engaged, professional team.
Exciting opportunity and great 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 Guest Services Manager will lead guest service team members within the Front Desk, Resort Services and Guest Services areas. This leader will ensure team members create a warm, inviting and memorable experience for our owners and guests. This individual will participate in the hiring, training, evaluation, and supervision of all personnel. Additional responsibilities include ongoing training, coaching, counseling, scheduling, departmental financials and payroll. This individual will ensure the staff’s commitment to maintaining service expectations through observation, communication, and recognition.
ESSENTIAL DUTIES AND TASKS:
- Manage the sense of arrival experience through daily observations, coaching/training and engagement
- Manage team productivity of guest calls, request and inquires ensuring highest level of guest satisfaction through partnership and collaboration of resort departments
- Provide on-going development and training using supporting/training material, departments, and company values
- Support and promote on-going company initiatives, programs and standards
- Manage administrative duties, such as but not limited to payroll, ordering, forecasting, scheduling, etc.
QUALIFICATIONS:
- Five years of relevant experience in hospitality or like industry
- Two years of previous supervisory experience
- Proven background in customer resolution
- Previous experience in a Front Office, Reservations or Member Services department of a 500 timeshare resort preferred, and/or experience in a same sized hotel or resort.
EDUCATION and/or EXPERIENCE:
- College degree preferred or relevant experience
