Guest Service Manager - WorldMark Angels Camp Resort
About The Position
The Guest Services Manager will be responsible for all aspects of the Guest Services department using strong customer relations and leadership capabilities to make quick decisions and problem solve to achieve the highest quality guest experience while ensuring compliance with quality and financial standards. This role will foster and maintain positive relations with owners, guests, HOA and all operational departments. The Guest Services Manager will provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations. This role evaluates guest and associate survey data and develops processes to increase guest experience and associate satisfaction. This role will hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans. The Guest Service Manager will maintain strict room inventory to achieve highest possible room occupancy percentage. This role will manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received. This role will review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff. This role will own and manage the Internal Audit process and ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures. The Guest Services Manager will manage and support all financial aspects of the department including preparing the annual department budget by identifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data. This role maintains cost control and appearance of retail inventory.
Requirements
- Understanding of resort financials
- Strong leadership skills (ability to effectively coach, mentor, and train staff)
- Excellent communication skills
- Proficiency in Microsoft Excel, Word, Outlook
- 2 to 3 years of management experience at a hotel/resort
- 3 to 5 years hospitality customer service experience
Responsibilities
- Responsible for all aspects of the Guest Services department
- Make quick decisions and problem solve to achieve the highest quality guest experience while ensuring compliance with quality and financial standards
- Foster and maintain positive relations with owners, guests, HOA and all operational departments
- Provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations
- Evaluate guest and associate survey data and develops processes to increase guest experience and associate satisfaction
- Hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans
- Maintain strict room inventory to achieve highest possible room occupancy percentage
- Manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received
- Review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff
- Own and manage the Internal Audit process and ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures
- Manage and support all financial aspects of the department including preparing the annual department budget by identifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data
- Maintain cost control and appearance of retail inventory
Benefits
- Medical
- Dental
- Vision
- Flexible spending accounts
- Life and accident coverage
- Disability
- Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
- Wish day paid time to volunteer at an approved organization of your choice
- 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
- Legal and identity theft plan
- Voluntary income protection benefits
- Wellness program (subject to provider availability)
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
