Guest Services Director

POSITION SUMMARY: The Guest Services Director oversees making Silver Bay a welcoming environment for all members and guests, from the first inquiring phone call to the presentation of a bill. The Director must maintain a good working relationship with all departments to help further Silver Bay’s mission.

SUPERVISORY RESPONSIBILITIES: The Guest Services Director has direct supervision of all guest services employees, including, front desk, reservations, concierge, telephone operator, seasonal Staff and volunteers.

ESSENTIAL FUNCTIONS:

1. Hire, train, schedule, supervise, support, and evaluate all front of the house staff in all areas of responsibility during all seasons of occupancy.

2. Model, and instill Silver Bay’s Vaules in all staff, including Integrity, Honesty, Accountability, Respect and Truth.

3. Formulate and implement Guest Services Department and Silver Bay policies and procedures.

4. Develop rates and implement best Revenue management practices.

5. Develop and control the annual Guest Services Department budget.

6. Ensure proper planning and execution of all individual reservations.

7. Work in conjunction with the Conference Director in the blocking of rooms for groups.

8. Aid with all group reservations and group arrivals and handle all aspects of group billing.

9. Work with the Finance Department on month end reconciliations to ensure that all bills are accurate.

10.Reconcile an accurate listing of all account receivables with the Accounting Department periodically as requested by the Accounting Department.

11. Maintain rate codes within the property management system.

12. Keep the property management system up to date by upgrading the system as new versions are made available.

13. Work with the Marketing Team in the development of all customer communications.

14. Maintain accurate records relating to the operations of the Guest Services Department and prepare statistical information relating thereto as requested.

15. Perform all other other assigned duties and any physical activities that are necessary in order to carry out the duties set forth above.

16. As a 24-hour operation, all staff may be asked to work weekend, evening or night shifts and/or holidays in order to serve our guests and members

• 
  A minimum of three years experience in a guest services and/or revenue management field.
• High school diploma required, Bachelors degree a plus.
• The position requires supervisory skills, customer service skills, organizational skills, business aptitude.
• Proficiency with hospitality software, as well as Microsoft based systems
• The ability to maintain and produce accurate records and reports from mulitple sources.
• Strong interpersonal relationship and communication skills, both verbal and written, with respect to customers and staff.
• Ability to lead by example and demonstrate outstanding leadership.
• Ability to delegate responsibilities, be detail-oriented and multi-task,
• Organize complex projects, and solve problems in order to deal effectively with customers and staff.

PHYSICAL REQUIREMENTS: This position requires the ability to sit, stand, bend, reach or walk for prolonged periods of time. Other physical requirements may include the ability to lift up to 15 pounds.