What are the responsibilities and job description for the Guest Services Manager position at Timbers Resorts?
Our Company
Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.
Our Property
Imagine spending every day working in a place that must be seen to be believed. Timbers Kaua‘i at Hōkūala, oceanfront on Kaua‘i, is a blend of the pristine and playful, and we get to do what Owners and guests love in one of the most beautiful places on earth. Our team members reflect the highest level of aloha with anticipatory service in an unparalleled setting.
Our Core Values
We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.
The Guest Services Manager is a key leader responsible for upholding the highest standards of service at Timbers Kaua’i. This role includes supervising and supporting the Front Office team in delivering seamless, elevated owner and guest experience in a luxury environment. The Guest Services Manager oversees day-to-day operations, concierge, and bell staff while fostering a sense of community and attention to detail for our valued owners, guests, and Exclusive Resorts (“ER”) members. This individual prioritizes building relationships and a genuine connection with owners, guests, and team members.
Essential Functions
Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:
Guest Services Operation
Supervisory Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.
Education And Experience
Required Knowledge and Skills
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mobility to work in an office setting, use standard office equipment; stamina to sit and stand for extended periods of time; strength to lift and carry up to 30 pounds; vision to read printed materials and computer screen; dexterity to utilize computer equipment; hearing and speech to communicate in person or over the telephone; and attend to customer service in a professional, pleasant manner. This position requires the ability to climb, balance, stoop, kneel, crouch, and/or crawl.
Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law.
In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.
Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.
Our Property
Imagine spending every day working in a place that must be seen to be believed. Timbers Kaua‘i at Hōkūala, oceanfront on Kaua‘i, is a blend of the pristine and playful, and we get to do what Owners and guests love in one of the most beautiful places on earth. Our team members reflect the highest level of aloha with anticipatory service in an unparalleled setting.
Our Core Values
We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.
- Be Authentic
- Practice Humility
- Cultivate Teamwork
- Value Time
- Be Trustworthy
- Paid time off for full-time, permanent employees.
- Employer-sponsored health plans.
- 401k match.
- Complimentary golf for employees and immediate family members.
The Guest Services Manager is a key leader responsible for upholding the highest standards of service at Timbers Kaua’i. This role includes supervising and supporting the Front Office team in delivering seamless, elevated owner and guest experience in a luxury environment. The Guest Services Manager oversees day-to-day operations, concierge, and bell staff while fostering a sense of community and attention to detail for our valued owners, guests, and Exclusive Resorts (“ER”) members. This individual prioritizes building relationships and a genuine connection with owners, guests, and team members.
Essential Functions
Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:
Guest Services Operation
- Develop in-depth knowledge of property amenities, policies, and services to assist with owners, guests, and ER member inquiries effectively.
- Manage all aspects of Front of House operations, ensuring seamless service flow and exceptional guest experience.
- Create and oversee service standards for the Front Desk, Concierge and Bell teams, coordinating with Housekeeping and Facilities to ensure a superior residence product.
- Train and develop Front Desk, Concierge, Night Audit, and Bell staff on property systems and service standards.
- Conduct interviews, hire, train, and develop a team by ensuring high standards and fostering a positive team environment.
- Respond professionally to guest and owner feedback, addressing issues and opportunities promptly with a focus on satisfaction and resolution.
- Oversee and participate in all inventory control for Guest Service products and services and assist in ordering and tracking supplies.
- Assist in maintaining interdepartmental communication to ensure cohesive operations across services, from maintenance and housekeeping to owner services.
- Ensure familiarity with safety protocols, emergency procedures, and all security measures to protect guests, owners and resort property.
- Manage the Guest Services operating budget.
- Assist with all the information necessary for monthly and annual budgeting, forecasting, and reporting as directed by the Resort Manager.
- Oversee schedules and expenditures to ensure alignment with budget to avoid excess staff and operating costs.
- Use advanced selling techniques to optimize revenue and occupancy levels.
- Review Medallia survey submissions and analyze data to support budget and service goals.
- Monitor Front Office cash banks, process payments, and maintain accurate account balances for all charges and expenses.
- Ensure compliance with purchasing protocols, budgeting, and financial guidelines.
- Bachelor’s degree is preferred in resort management or related field.
- 5-7 years of hotel/resort experience, including supervisory roles
- Previous experience in a luxury hospitality setting is highly desirable.
- Strong leadership and team management skills
- Knowledge of safety and environmental regulations
- Excellent problem-solving and decision-making skills
- Strong communication and interpersonal skills
Supervisory Responsibilities
- Coach, train, and develop Guest Services teams to meet the standards expected by Owners, guests and ER members.
- Ensure the completion and submission of bi-weekly payroll, accurate scheduling,
- Facilitate timely staff counseling and annual staff performance appraisals
- Encourage effective communication within and across departments and uphold safety protocols.
- Complete and document all work related injuries, incidents and report to the Human Resources office.
- Perform other related duties assigned to support the overall Guest Services department needs.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.
Education And Experience
Required Knowledge and Skills
- Proficiency in hospitality management software such as Alice, Springer Miller Systems (SMS), Microsoft Office Suite (Excel, Word).
- Skill in detailed-oriented, independent decision-making within established guidelines.
- Strong organizational, problem-solving, and analytical skills.
- Ability to manage priorities effectively and communicate across all organizational levels.
- Strong proficiency in various computer applications, including word processing, spreadsheets, and property management systems.
- Willingness to work evenings, weekends, holidays, and flexible hours as required in a hospitality setting.
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mobility to work in an office setting, use standard office equipment; stamina to sit and stand for extended periods of time; strength to lift and carry up to 30 pounds; vision to read printed materials and computer screen; dexterity to utilize computer equipment; hearing and speech to communicate in person or over the telephone; and attend to customer service in a professional, pleasant manner. This position requires the ability to climb, balance, stoop, kneel, crouch, and/or crawl.
Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law.
In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.
