Guest Service Manager

RMC Resort Management Company is seeking an experienced and dynamic Guest Services Manager to lead and oversee the Guest Services team. The ideal candidate will have a strong background in hospitality, excellent leadership skills, and a passion for delivering outstanding guest experiences. As the Guest Services Manager, you will play a pivotal role in ensuring the highest standards of guest satisfaction, overseeing the daily operations of the guest services department, and working closely with other departments to ensure seamless service delivery.

Key Responsibilities:

• Lead and manage the Guest Services team, providing coaching, training, and ongoing development to ensure top-tier performance and exceptional customer service.
• Oversee the daily operations of the Guest Services department, including check-in/check-out procedures, guest inquiries, and handling requests and complaints.
• Ensure that all guest services personnel adhere to company standards, policies, and procedures to provide a consistent and high-quality guest experience.
• Monitor guest satisfaction through feedback, surveys, and direct interactions, taking immediate action to resolve concerns or issues.
• Coordinate with other departments (housekeeping, maintenance, reservations, etc.) to fulfill guest needs and ensure smooth operations across the resort.
• Develop and implement guest service strategies to enhance the overall guest experience, including personalized services and tailored recommendations.
• Manage guest reservations, ensuring that all requests and special requirements are accurately recorded and fulfilled.
• Track and report on guest service performance metrics, identifying trends and areas for improvement.
• Handle guest complaints and issues professionally and efficiently, ensuring that guests feel valued and their concerns are addressed promptly.
• Oversee the scheduling and staffing of the Guest Services team to ensure optimal coverage during peak times, including weekends and holidays.
• Assist with managing and maintaining the resort's amenities, ensuring they meet the expectations of our guests.
• Collaborate with the management team on various operational and guest service-related initiatives, promoting a positive and efficient work environment.

Qualifications:

• Bachelor's degree in Hospitality Management, Business, or a related field preferred.
• Minimum of 3-5 years of experience in a hospitality management or guest services leadership role.
• Proven track record of managing and motivating a team in a high-end resort or hotel environment.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Strong problem-solving, organizational, and conflict resolution abilities.
• Ability to work under pressure, handle multiple tasks simultaneously, and make decisions quickly and effectively.
• Proficiency in resort management software and Microsoft Office Suite.
• Strong attention to detail and ability to anticipate guest needs.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• A passion for hospitality and delivering superior guest experiences.

Physical Requirements:

• Ability to stand and walk for extended periods.
• Ability to lift and move items up to insert weight, if applicable.
• Ability to handle stressful situations and guest inquiries with professionalism and calm.

Why Join RMC Resort Management Company?

• Competitive salary and benefits package.
• Opportunities for career advancement within a growing company.
• A dynamic and supportive team environment.
• Employee discounts on resort accommodations and services.
• A commitment to professional development and training.

If you are an experienced leader with a passion for hospitality and creating exceptional guest experiences, we invite you to apply for the Guest Services Manager position with RMC Resort Management Company. Join us in delivering unparalleled service to our guests in a beautiful and rewarding resort setting!