Guest Services Manager (Seasonal)

Job Description:

The Guest Services Manager (Seasonal) at Wentworth by the Sea is responsible for overseeing seasonal operations within the Guest Services department, with a specific focus on enhancing the marina guest experience, resort activities, and guest services. The role is essential in ensuring an elevated guest experience from check-in to check-out by leading a dynamic team to deliver personalized, exceptional service. This manager will coordinate with multiple departments, such as housekeeping, food and beverage, and concierge, to ensure a seamless stay for all guests, particularly those staying in marina suites. Additionally, this role emphasizes creating memorable experiences for guests through attention to detail, anticipating needs, and fostering a welcoming atmosphere that reflects the resort’s commitment to luxury and hospitality.

Key Responsibilities:

• Guest Experience: Provide superior customer service and manage all aspects of the guest experience, ensuring smooth arrivals, departures, and in-stay experiences for both marina and resort guests.
• Operational Focus: Coordinate and partner with the daily operations of valet, check-in/check-out, housekeeping, in-room dining, concierge assistance, and luggage handling activities, ensuring all services are executed to the highest standards.
• Team Leadership: Lead and motivate a team of housekeepers, recreational staff, and guest services personnel, while providing ongoing coaching, feedback, and recognition to enhance team performance.
• Guest Interaction: Address guest concerns promptly and effectively, resolving issues and ensuring guest satisfaction throughout their stay. Regularly follow up with guests to ensure their needs are fully met.
• Facility and Room Preparation: Oversee room preparation, ensuring all marina suites and resort rooms are cleaned and stocked with necessary amenities and supplies. Monitor housekeeping tasks and inspect rooms before guest check-in.
• VIP and High-Profile Guests: Coordinate special arrangements for VIP, high-profile, and special guests, ensuring personalized and discreet service.
• Communication: Maintain clear and consistent communication between all departments, particularly the front desk, food and beverage, and housekeeping, to ensure seamless service.
• Guest Amenities & Marketing: Promote and explain guest amenities, programs, and services. Prepare and distribute weekly or daily activity calendars for guests, with a focus on marina guests’ unique needs.
• Performance Monitoring: Track team performance, maintain daily task logs, and analyze reports (such as HotSOS) to monitor task completion and areas for improvement.
• Problem Resolution: Use excellent problem-solving and communication skills to resolve guest service issues, ensuring that no guest feels "anonymous."
• Diversity & Inclusion: Foster a workplace that celebrates diversity, ensures an inclusive environment, and promotes a harassment-free work culture.

Qualifications:

• Previous experience in a leadership role within the hospitality industry, ideally in a resort or marina setting.
• Strong leadership, communication, and interpersonal skills, with the ability to lead a team and create a collaborative and positive working environment.
• A deep understanding of guest service principles and a strong desire to provide exceptional experiences.
• Ability to handle multiple tasks and manage shifting priorities while maintaining a calm and professional demeanor.
• Flexibility to work varying shifts, including weekends and holidays, to ensure seamless operations.
• Previous experience with guest service software and operational tools is a plus.

This is a seasonal position offering competitive pay and benefits, with opportunities for career growth within the Wentworth by the Sea resort and the broader hospitality industry.