Assistant Guest Services Manager

Give Kids The World Village•Kissimmee, FL

3d•Onsite

About The Position

The Assistant Guest Services Manager - Manager on Duty (MOD) manages and oversees Village operations during an assigned shift, serving as a key decision-maker across departments to support a seamless guest experience. The role acts as the primary point of contact for Village staff and departments during the shift and exercises discretion in addressing safety, service, operational, and guest concerns. The MOD responds to guest inquiries and complaints, provides personalized assistance for special needs, and coordinates resolutions with relevant departments. The role manages safety, security, and emergency incidents, including appropriate action, documentation, and follow-up. It also supports Guest Services operations, guides staff and volunteers, coordinates departments, and addresses operational concerns. Administrative duties include overseeing the distribution and tracking of tickets, petty cash, and other resources; assisting with volunteer scheduling and training in coordination with Volunteer Services; conducting inventory audits; maintaining the Room Map; and updating the Raven system as needed. The position requires flexible shifts, including nights, weekends, and holidays, to support 24/7 operations.

Requirements

At least 3 years of experience in hospitality or guest services.
High school diploma.
Proven experience delivering exceptional customer service in a high-pressure, fast-paced environment.
Ability to manage multiple priorities with minimal supervision and make independent decisions effectively.
Strong problem-solving skills and the ability to act decisively in dynamic situations.
Excellent written and verbal communication skills, including the ability to interact effectively with guests, staff, and leadership.
Ability to work collaboratively while maintaining independent leadership when on duty.
Ability to operate a motorized vehicle, including a battery-operated golf cart.
Valid driver's license and clean driving record.
Ability to meet acceptable attendance and punctuality requirements.
Ability to lift or move objects up to 50 pounds, stand for extended periods, and work in all weather conditions.
Availability to work flexible shifts, including nights, weekends, and holidays, as required for 24/7 operational coverage.

Nice To Haves

Bachelor's degree.
In-house experience with Front Office Property Management systems, such as Raven.

Responsibilities

Serve as the primary liaison for guests, responding to inquiries and complaints and managing situations requiring immediate attention.
Provide timely, personalized assistance for special needs, including medical supplies, transportation, and emergencies.
Use discretion and independent judgment to resolve guest issues and maintain service excellence across the Village.
Act as the point of contact for safety, security, and emergency incidents involving guests, staff, and volunteers.
Oversee incident documentation, processing, compliance with safety protocols, and follow-up.
Make real-time decisions to address incidents and operational issues or escalate them as appropriate.
Support daily Guest Services operations by assigning and coordinating tasks efficiently.
Provide guidance, support, mentorship, and direction to staff and volunteers.
Monitor Village operations and coordinate across departments to address issues during the shift.
Oversee the distribution and accurate tracking of tickets, petty cash, and other resources.
Assist with volunteer scheduling and training in coordination with the Volunteer Services Department.
Manage inventory audits, assist with maintenance of the Room Map, and update the Raven system as required.
Perform other duties as assigned.