Assistant Guest Services Manager- ORB

Lemonjuice Solutions•Kissimmee, FL

2d•Onsite

About The Position

Looking for a dedicated, knowledgeable Assistant Guest Services Manager to join our management team at The Orbit One Vacation Villas in Orlando, FL! This is a full-time, hourly position requiring 40 hours a week, with 8-hour shifts. The role involves processing all guest check-ins, check-outs, room assignments, and handling requests for room changes or late check-outs. The Assistant Guest Services Manager is responsible for securing payments, activating/reissuing room keys, ensuring rates match established parameters, and documenting exceptions. This role communicates with appropriate staff regarding guest waiting times for rooms, advises guests of messages, and clears departures in the computer system. Coordination with Housekeeping is essential for tracking room status and guest concerns. The position also involves filing guest paperwork, providing guests with directions and information, and handling all guest calls, requests, questions, or concerns, ensuring follow-up to guest satisfaction. Processing all payment types, vouchers, paid-outs, and charges, and providing change are key duties. The role requires reporting accidents, injuries, and unsafe working conditions to the Sr Manager, and completing safety training and certifications. Adherence to all company policies and procedures, maintaining a clean and professional appearance, protecting company assets, and maintaining confidentiality of proprietary information are expected. A welcoming and appreciative approach to guests, anticipating and addressing service needs, and assisting individuals with disabilities are crucial. Effective communication, both verbal and written, and professional telephone etiquette are required. Developing positive working relationships, supporting team goals, and responding appropriately to team concerns are also important. Compliance with quality assurance expectations and standards, and performing other reasonable job duties as requested by Supervisors are part of the role.

Requirements

Processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
Secures payment; activate/reissue room keys.
Ensures rates match established parameter, document exceptions.
Communicates to appropriate staff when guests are waiting for an available room.
Advises guest of messages.
Clears departures in computer system.
Coordinates with Housekeeping to track room status and guest concerns.
Files guest paperwork or documentation.
Supplies guests with directions and information.
Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
Processes all payment types, vouchers, paid-outs, charges, and provide change.
Reports accidents, injuries, and unsafe work conditions to Sr Manager and complete safety training and certifications.
Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other team members.
Comply with quality assurance expectations and standards.
Perform other reasonable job duties as requested by Supervisors.
Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
Initiates outbound telephone calls (or texts or emails when appropriate) to incoming guests 4-5 weeks in advance of arrival to determine reservation and payment status; make additional calls 1-2 weeks in advance of arrival as needed.
Participate in guest contacts within 24 hours of arrival to welcome them and determine if anything is needed.
Speaks to guests and co-workers using clear, appropriate, and professional language.
Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Talks with and listens to other team members to effectively exchange information.
Exchanges information with other team members using electronic devices (e.g., pagers and two-way radios, email).
Activates room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
Ensures rates match market codes and that any exceptions are documented and include an explanation.
Processes all guest check-ins by confirming reservations in computer system verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
Accommodates requests for room changes when possible.
Processes all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
Communicates to appropriate staff that there are guests that are waiting for an available room.
Verifies and adjusts billing for guests.
Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., shares, separate room/tax/incidentals, comp).
Assigns room according to guest request and preferences whenever possible.
Informs guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
Keeps track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Clears departures in computer system to document that rooms are no longer occupied.
Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
Reviews requests for late check-outs and approve according to occupancy.
Ensures guest packets are assembled and ready for guest every week.
Provides customer service to VWTOA owners, RCI members, Rentals and Guests where appropriate in a timely manner.
Serves as a receptionist in a cooperative manner.
Answering phones and making phone calls.
Responding /sending emails and answering questions as needed.
Checking RCI reservations and checking people into their rooms and answering questions.
Responsible for Reservations, Owner, RCI and Rental Confirmations, using established procedures in place.
Scan and email bills to Accounts Payable Lemonjuice and be sure they are coded ie. (assists with Chase & Lowes).
Work with Corporate Accounting on any requested reports or information.
Advanced computer skills and aptitude for software systems.
Strong customer service orientation and skills.
Highly organized.
Excellent time management and multi-tasking skills.
Exceptional teamwork.
Ability to work flexible hours including weekends and evenings as required.
Clear, concise communication skills (verbal and written).
High school diploma or G.E.D.; or one year of related experience and/or training; or equivalent combination of education and experience.

Nice To Haves

Kindly be advised that all educational credentials listed on your resume will be subject to verification and validation.

Responsibilities

Processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
Secures payment; activate/reissue room keys.
Ensures rates match established parameter, document exceptions.
Communicates to appropriate staff when guests are waiting for an available room.
Advises guest of messages.
Clears departures in computer system.
Coordinates with Housekeeping to track room status and guest concerns.
Files guest paperwork or documentation.
Supplies guests with directions and information.
Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
Processes all payment types, vouchers, paid-outs, charges, and provide change.
Reports accidents, injuries, and unsafe work conditions to Sr Manager and complete safety training and certifications.
Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other team members.
Comply with quality assurance expectations and standards.
Perform other reasonable job duties as requested by Supervisors.
Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
Initiates outbound telephone calls (or texts or emails when appropriate) to incoming guests 4-5 weeks in advance of arrival to determine reservation and payment status; make additional calls 1-2 weeks in advance of arrival as needed.
Participate in guest contacts within 24 hours of arrival to welcome them and determine if anything is needed.
Speaks to guests and co-workers using clear, appropriate, and professional language.
Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Talks with and listens to other team members to effectively exchange information.
Exchanges information with other team members using electronic devices (e.g., pagers and two-way radios, email).
Activates room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
Ensures rates match market codes and that any exceptions are documented and include an explanation.
Processes all guest check-ins by confirming reservations in computer system verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
Accommodates requests for room changes when possible.
Processes all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
Communicates to appropriate staff that there are guests that are waiting for an available room.
Verifies and adjusts billing for guests.
Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., shares, separate room/tax/incidentals, comp).
Assigns room according to guest request and preferences whenever possible.
Informs guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
Keeps track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Clears departures in computer system to document that rooms are no longer occupied.
Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
Reviews requests for late check-outs and approve according to occupancy.
Ensures guest packets are assembled and ready for guest every week.
Provides customer service to VWTOA owners, RCI members, Rentals and Guests where appropriate in a timely manner.
Serves as a receptionist in a cooperative manner.
Answering phones and making phone calls.
Responding /sending emails and answering questions as needed.
Checking RCI reservations and checking people into their rooms and answering questions.
Responsible for Reservations, Owner, RCI and Rental Confirmations, using established procedures in place.
Scan and email bills to Accounts Payable Lemonjuice and be sure they are coded ie. (assists with Chase & Lowes).
Work with Corporate Accounting on any requested reports or information.