Guest Service Manager - TN

Job Summary

The role of the Guest Services Manager is to provide key leadership within the Front Office to ensure superior overall guest satisfaction. This role will work closely with Resort Manager and Director of Rooms Operations to ensure Front Office is well prepared to care for our guests. Delivering exceptional service begins with coordinating an in-depth training program for Front Office new hires, defining Front Office standard operating procedures and maintaining accountability for Front Office team members. Cheeca Lodge Front Office includes Front Desk, Concierge, Bell Stand and PBX Operators.. Additionally, the role includes inter-departmental communication with Executive Housekeeper and Chief Engineer to ensure the Cheeca Lodge room product is thoroughly well cared for. The Front Office Guest Services Manager is a member of the Front Office Leadership team and reports to Director of Rooms Operations.

Job Duties

. Collaborative oversight of Cheeca Lodge Front Office daily operation

. Recruiting, training and accountability of Front Office team members

. Perform Cheeca MOD duties as needed

. Maintains the quality and consistency of standards for Front Desk, Concierge, Bellstand and PBX

. Ensure all guest issues are well communicated and resolved to guest satisfaction

. Ordering and inventory management of Front Office guest supplies and operating supplies

. Accountable for Front Office guest supply and operating supply budget compliance

. Communicate room issues to Director of Engineering and Executive Housekeeper

. Cooridnate with Group Sales and Conference Services to support execution of Group and Wedding stays

. Foster and maintain positive relations with team members across departments

. Create a positive work environment through training and communication

. Define and implement standard operating procedures to improve guest service scores

. Have a full understanding of Casitas and VIP Leadership responsibilities

. Promote work environment that support the vision and values of the company.

. Demonstrate creative problem solving, personal initiative and independent motivation to achieve goals.

. Demonstrate passion and excitement for hospitality

. Provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations.

. Analyze guest satisfaction survey results, highlight trends and discuss these with departmentmental leadership

. Ensure appropriate action is taken to proactively improve both guest experience and room product

. Attend meetings and trainings as required and continually strive for the improvement of professional skills

. Inspire staff to apply hospitality practices that distinguish Cheeca from the competition

. Use of following hospitality systems: Revinate, HotSoS, Birchstreet Purchasing, Synxis CRS, Visual One PMS and ADP payroll.

Required Qualifications:

. Minimum 3 years of progressive experience at a resort property

. Minimum 2 years of progressive management experience

. Exceptional interpersonal and customer service skills

. Excellent organizational and multi-tasking skill set

. Demonstrated strong attention to detail

. Effective written and verbal communication skills

. Knowledge of Microsoft Office

. Valid Driver License

Preferred Experience

. Minimum 3 years of progressive experience at a resort property

. Minimum 2 years of progressive management experience

. Knowledge and proficiency in areas of hospitality housekeeping and engineering

. Knowledge of local Florida Keys offerings and attractions

. Bilingual

Physical Requirements

. Ability to walk and stand for extended periods, talk, hear, listen, reach, grasp and perform repetitive motions

. Ability to push, pull, lift, carry or otherwise move up to 40 - 60 lbs.