What are the responsibilities and job description for the Guest Services Manager II position at Highland Lake Inn & Resort?
Job Title: Guest Services Manager II
Location: Flat Rock, North Carolina
Employment Type: Full-Time
About Us: Highland Lake Inn & Resort is a cherished mountain retreat nestled on 26 scenic acres by a private lake in Flat Rock, North Carolina. We offer a variety of accommodations, a wealth of amenities, and a unique dining experience at our on-site restaurant, Season's. Our resort is rich in history, passionate about the environment, and dedicated to delivering warm hospitality.
Highland Lake Inn & Resort
Job Summary: We are seeking a dynamic and experienced Guest Services Manager to lead our front desk operations and ensure outstanding guest experiences. As the Guest Services Manager, you will be the face of Highland Lake Inn & Resort, overseeing all front office operations to ensure smooth and efficient service delivery. You will manage a team of dedicated professionals, implement effective policies, and consistently deliver unparalleled guest satisfaction.
Key Responsibilities:
Guest Experience Management:
- Ensure all guests are greeted warmly and receive personalized service from check-in to check-out.
- Address and resolve guest concerns promptly and professionally.
Team Leadership:
- Recruit, train, and mentor front office staff to deliver exceptional service.
- Schedule and manage staffing to meet operational needs.
Operations Oversight:
- Supervise daily front desk activities, including reservations, check-ins, check-outs, and billing accuracy.
Financial Management:
- Monitor and manage the front office budget, including labor costs and revenue targets.
- Review financial reports and implement cost-effective strategies.
Technology Utilization:
- Oversee property management systems (PMS) and ensure staff are trained in their use.
Policy Development:
- Develop and enforce front office policies and procedures to enhance efficiency and compliance.
Collaboration:
- Work closely with other departments (housekeeping, sales, and food & beverage) to ensure seamless operations and guest satisfaction.
Performance Analysis:
- Track and analyze key performance indicators (KPIs) to identify opportunities for improvement.
Qualifications:
- Proven experience as a Manager in the hospitality sector, or similar role in the hospitality industry.
- Strong leadership, communication, and interpersonal skills.
- Proficiency in property management systems (e.g., VisualOne).
- Exceptional organizational skills and attention to detail.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- A degree in Hospitality Management or a related field is preferred.
Why Join Us?
- Competitive salary and performance-based bonuses.
- Comprehensive benefits package, including health insurance and paid time off.
- Opportunities for professional growth and development.
- A vibrant and supportive work environment in a top-tier property.
We look forward to welcoming you to our team and working together to create unforgettable experiences for our guests!
Job Type: Full-time
Pay: $46,000.00 - $53,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Morning shift
- Weekends as needed
Ability to Commute:
- Flat Rock, NC 28731 (Required)
Ability to Relocate:
- Flat Rock, NC 28731: Relocate before starting work (Required)
Work Location: In person
Salary : $46,000 - $53,000