Guest Services Manager II-Shell Vino Bello Resort

Travel & Leisure Group Ltd • Napa, CA

121d • $75,000 - $80,000

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 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 as well as provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations. This role will evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction. The Guest Services Manager will be able to hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans. This role will ensure proper staffing and scheduling for maximum productivity. 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. The Guest Services Manager will 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. This role will maintain cost control and appearance of retail inventory.

Requirements

• Understanding of resort financials.
• Strong leadership skills.
• Excellent communication skills.
• Computer proficiency in Microsoft Excel, Word, Outlook, etc.
• 2 to 3 years of management experience at a hotel/resort.
• 3 to 5 years hospitality customer service experience.

Responsibilities

• Manage all aspects of the Guest Services department.
• Ensure compliance with quality and financial standards.
• Foster and maintain positive relations with owners, guests, HOA, and operational departments.
• Provide superior guest service and resolution via various communication methods.
• Evaluate guest and associate survey data to improve guest experience and associate satisfaction.
• Hire, train, motivate, recognize, coach, and develop guest service associates.
• Ensure proper staffing and scheduling for maximum productivity.
• Maintain strict room inventory to achieve highest possible room occupancy percentage.
• Manage guest accounts and ensure correct rates are applied.
• Review incoming groups to meet blocking needs and front office requirements.
• Own and manage the Internal Audit process.
• Ensure departmental compliance with Quality Assurance, Loss Prevention, and safety standards.
• Prepare the annual department budget and identify areas for cost reductions and operational improvements.

Benefits

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Paid time off, parental leave and holidays (depending on position)
• Wish day paid time to volunteer at an approved organization
• 401k with employer match (subject to eligibility requirements)
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: No Education Listed