Guest Services Manager II - WorldMark Depoe Bay

Travel + Leisure Co.•Depoe Bay, OR

19h•Onsite

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 (ability to effectively coach, mentor, and train staff).
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.
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.
Evaluate guest and associate survey data and develop processes to increase 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 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.
Identify areas of cost reductions and operational improvements.
Provide explanation of variances and analysis of expense data.
Maintain cost control and appearance of retail inventory.