What are the responsibilities and job description for the Senior Manager - Guest Services 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 are 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 Senior Manager - Guest Services will be responsible for bringing the brand promise to life in all front-of-house service departments for a large resort with moderately complex and a high-volume operation. This position serves as guest advocate and key advisor to the General Manager and leads the operation of Front Desk, PBX and Activities. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience, efficiency of check-in scores, IHG loyalty scores and problem resolution.
COMPANY BENEFITS:
- Matching 401K
- Growth & Developmental Opportunities
- Comprehensive Medical, Dental & Vision Benefits
- PTO - Paid Time Off
- Travel Benefits, Discounts & FREE Vacations through our Club Go Program
- 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. Manage 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.
- Adapt and execute predefined guest service strategies, standards, and programs through daily management practices within Front Desk, PBX, Activities, 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.
- Development of departmental budgets and allocation of resources to meet financial goals.
- Operate department successfully within budgetary guidelines.
QUALIFICATIONS:
- Proficient with 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 be fluent in English.
- Must be at least 21 years of age with a valid driver’s license, and minimum of 4 years of driving experience.
EDUCATION and/or EXPERIENCE:
- High School Diploma or GED equivalent required. Four-year college degree preferred.
- 5 years customer facing service/hospitality
- 5 years leading teams
- 1-year leading multiple business functions preferred
CERTIFICATES, LICENSES, REGISTRATIONS:
- CPR preferred
