What are the responsibilities and job description for the Guest Service Manager position at Taylor-Made Deep Creek Vacations?
Are you passionate about the hospitality industry and have a talent for leading and managing a dynamic team? VTrips, a leading name in vacation rentals, invites you to join our team as a Guest Service Manager. We are looking for an enthusiastic and experienced professional to oversee our guest service operations, ensuring exceptional service and satisfaction for our guests.
Key Responsibilities:
- Ensure all guests receive friendly and professional service.
- Empower Guest Service Agents to successfully handle guest needs, special requests, and complaints.
- Ensure all guest service issues are resolved promptly and effectively.
- Hire, train, coach, and counsel team members as required.
- Assist in answering phones regarding general questions, bookings, and cancellations.
- Ensure schedules are generated in a timely manner, considering weather, anticipated guest visitation, and coverage expectations, while also taking labor cost into account.
- Monitor labor and attendance, adjusting staff accordingly.
- Approve time off requests and make adjustments to timecards as needed.
- Update operation procedures when needed and communicate effectively with the team to ensure new procedures are followed.
- Hold Guest Service Agents accountable for attendance and performance.
- Effectively resolve guest issues that are escalated.
- Perform other duties as assigned by the supervisor.
AAP/EEO Statement:
VTrips is an Equal Opportunity Employer and fully subscribes to, as well as practices, the principles of Equal Employment Opportunity. Therefore, we do not discriminate based on race, color, religion, sex, national origin, age, disability, citizenship, marital status, sexual orientation, or any other characteristic protected by law in the recruitment, selection, placement, training, compensation, and promotion of our employees.
Other Duties:
Please note this job description is not exhaustive and may be subject to change. Duties, responsibilities, and activities may vary based on regional and location-specific needs of the company.
Apply now and become a vital part of the VTrips family where your career is more than just a job - it's an adventure!
Requirements:Qualifications:
- Proficiency with document management, databases, and spreadsheets.
- Working knowledge of Microsoft applications.
- Strong organizational skills with the ability to multitask and problem-solve.
- Excellent communication skills.
- Must be eligible to work in the United States and pass a background screening.
- Ability to work a variable schedule, including weekends, holidays, and on-call shifts as assigned.
Physical/Mental/Environmental Demands:
- Sitting – 60%, Walking/Standing – 40%. Required to stoop, bend, stretch, twist, and reach. Regularly lift up to 25 lbs. Must be able to talk or hear. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- Organize, multitask, and problem-solve.
