Director of Guest Services

Job Summary:

The Director of Guest Services is responsible for overseeing and ensuring exceptional guest experiences at the resort. This role involves managing guest services operations, leading the guest services team, handling guest inquiries, complaints, and special requests, and working closely with other resort departments to maintain high standards of hospitality and guest satisfaction.

Key Responsibilities:

• Guest Experience Management:
• Ensure a personalized and memorable guest experience, from check-in to check-out.
• Develop and implement strategies to exceed guest expectations in all areas of service.
• Address guest complaints, concerns, and requests promptly and professionally, ensuring timely resolution.
• Oversee the concierge service and provide guests with information about local attractions, activities, and services.
• Team Leadership and Training:
• Lead, motivate, and supervise the Guest Services team, ensuring consistent and high-quality service delivery.
• Conduct regular training sessions for team members on guest interaction, service standards, and resort policies.
• Foster a positive and professional work environment that encourages team collaboration and excellent customer service.
• Operational Oversight:
• Manage day-to-day operations of the Guest Services department, ensuring smooth and efficient service delivery.
• Coordinate with housekeeping, maintenance, front desk, and other departments to address guest needs and ensure that service standards are met.
• Maintain accurate records of guest preferences, special requests, and feedback for future reference.
• Guest Relationship Management:
• Build strong relationships with repeat guests and VIP clientele, ensuring their return and satisfaction.
• Implement programs to encourage guest loyalty and enhance the guest experience.
• Monitor guest satisfaction feedback and review service trends to proactively improve service quality.
• Oversee all guest-facing departments, Front Dest, Recreations, Housekeeping, and Marina.
• Budgeting and Financial Management:
• Assist in developing and managing the guest services department's budget, ensuring cost control while maintaining service quality.
• Track key performance indicators (KPIs) and ensure departmental goals and objectives are met.
• Collaborative Support:
• Work closely with sales and marketing teams to help promote resort packages, services, and amenities.
• Coordinate special events and promotions with other departments to enhance the guest experience.
• Collaborate with resort management to ensure seamless integration of guest services with the overall resort operations.
• Health, Safety, and Compliance:
• Ensure compliance with all health, safety, and regulatory requirements.
• Uphold the resort's policies regarding security, guest privacy, and safety protocols.

Qualifications:

• Strong knowledge of guest service management, hotel operations, and industry trends.
• Excellent communication and interpersonal skills with the ability to interact effectively with guests, staff, and management.
• Strong problem-solving skills and the ability to manage and resolve guest issues and complaints professionally.
• Ability to lead and motivate a team in a fast-paced environment.
• Proficiency in hotel management software and systems.
• Knowledge of budget management and cost control strategies.

Physical Demands:

• Ability to work long hours, including evenings, weekends, and holidays are required.
• Ability to lift and carry up to 25 pounds.
• Requires extended periods of standing or walking.

Work Environment:

• The Director of Guest Services works in many areas of the property. They are over Housekeeping, Front desk, Recreation, and Marina. The Director of Guest Services is expected to work after-hours, weekends, holidays, depending on operational needs.
• The Director of Guest Services is expected to maintain all policies and procedures of the resort and work with all areas of the resort from Group Sales, F & B, Retail, Maintenance, etc. to drive revenue and maintain guest services.

Join us in creating unforgettable experiences for our guests while developing your career in the hospitality industry!

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Night shift

Ability to Commute:

• Fontana Village, NC 28733 (Required)

Ability to Relocate:

• Fontana Village, NC 28733: Relocate before starting work (Required)

Work Location: In person

Salary : $65,000