Assistant Guest Services Manager- ORB

Lemonjuice Solutions•Kissimmee, FL

4d•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, 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, managing room keys, ensuring rate accuracy, and communicating with guests and staff. This role also involves coordinating with Housekeeping, filing guest documentation, providing guest information, and handling all guest calls, requests, and concerns. Additionally, the position requires processing various payment types, reporting safety incidents, and adhering to all company policies and procedures. A key aspect of the role is providing excellent customer service, anticipating guest needs, and maintaining professional communication and teamwork.

Requirements

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.

Responsibilities

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
Secure payment, activate/reissue room keys, and ensure rates match established parameters, documenting exceptions.
Communicate to appropriate staff when guests are waiting for an available room.
Advise guests of messages and clear departures in the computer system.
Coordinate with Housekeeping to track room status and guest concerns.
File guest paperwork or documentation.
Supply guests with directions and information.
Answer, record, and process all guest calls, requests, questions, or concerns, and follow up to ensure satisfaction.
Process all payment types, vouchers, paid-outs, and charges, and provide change.
Report accidents, injuries, and unsafe work conditions to Sr Manager and complete safety training and certifications.
Follow 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.
Answer telephones using appropriate etiquette, including answering within 3 rings, using a smile in one's voice, using the caller's name, transferring calls, requesting permission before placing callers on hold, taking and relaying messages, and allowing the caller to end the call.
Initiate outbound telephone calls (or texts or emails) to incoming guests 4-5 weeks in advance of arrival to determine reservation and payment status; make additional calls 1-2 weeks in advance as needed.
Participate in guest contacts within 24 hours of arrival to welcome them and determine if anything is needed.
Speak to guests and co-workers using clear, appropriate, and professional language.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas.
Talk with and listen to other team members to effectively exchange information.
Exchange information with other team members using electronic devices (e.g., pagers and two-way radios, email).
Activate room keys using electronic key machine and reissue new room keys as necessary by verifying guest identity.
Ensure rates match market codes and that any exceptions are documented and include an explanation.
Process all guest check-ins by confirming reservations, verifying guest identity, requesting payment, assigning rooms, and issuing keys.
Accommodate requests for room changes when possible.
Process all check-outs, including express check-outs, resolving any late and disputed charges, settling accounts, retrieving room keys, and requesting comments on the guest's stay.
Verify and adjust billing for guests, setting up accurate accounts according to guest requirements.
Assign rooms according to guest requests and preferences whenever possible.
Inform guests of any messages received for them and send to rooms if required.
Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Clear departures in the computer system to document that rooms are no longer occupied.
Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
Review requests for late check-outs and approve according to occupancy.
Ensure guest packets are assembled and ready for guests every week.
Handle all things pertaining to Owners, including rental agreements, uploading W9 into RHEA, calling Owners 30 days prior and one week prior to their scheduled booking, deed transfers, and deed backs/deed transfers – recording them in RHEA as well as with the Clerk of Court.
Print Delinquency payment reports and follow up with owners to collect all fees before the check-in date, cancelling reservations as needed.
Post maintenance fee payments received at the resort into Rhea and deposit any checks to Alliance via check scanner.
Process maintenance fee credit card payments in Rhea/Card connect and print the Card Connect report every night.
Post rental monies received at the resort into Rhea and deposit any checks to Alliance via check scanner. Deposit cash at the local bank.
Prepare check/cash log for any monies deposited in the local bank account.
Provide customer service to VWTOA owners, RCI members, Rentals and Guests in a timely manner.
Serve as a receptionist in a cooperative manner, answering phones and making phone calls.
Respond to/send emails and answer questions as needed.
Check RCI reservations, check people into their rooms, and answer questions.
Manage Reservations, Owner, RCI, and Rental Confirmations using established procedures.
Scan and email bills to Accounts Payable Lemonjuice and ensure they are coded (assists with Chase & Lowes).
Work with Corporate Accounting on any requested reports or information.