Guest Services Manager / Operations Manager

Treasure Island Beach Resort•Treasure Island, FL

About The Position

Treasure Island Beach Resort is seeking an experienced Guest Services / Operations Manager to assist with the operational and financial management of the property. The manager oversees front desk, concierge, and bell staff and works with department heads to support smooth operations and a strong guest experience. This role includes hiring, training, scheduling, coaching, and supporting associates; establishing SOPs and checklists; monitoring front office systems and equipment; and addressing guest feedback and service deficiencies. The manager is expected to demonstrate professionalism and courtesy, be accessible to guests, encourage staff to resolve guest concerns, and take proactive steps to meet guests’ changing expectations. The work schedule varies and may include holidays, weekends, and alternate shifts. The employer conducts post-offer employment verifications and motor vehicle and criminal background checks. The company is an Equal Opportunity Employer and states that it does not discriminate on the basis of characteristics protected by applicable law.

Requirements

Previous management experience is required.
Intermediate knowledge of overall hotel operations.
At least 2 years of experience in guest services, front desk, housekeeping, or a related professional area.
Schedule varies and may include holidays, weekends, and alternate shifts.

Nice To Haves

Associate or bachelor’s degree preferred; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.

Responsibilities

Assist with the operational and financial management of the property.
Interview, select, train, schedule, coach, and support associates, ensuring they meet brand or hotel standards and align with the company’s core values.
Create SOPs and checklists to support effective operations.
Oversee front desk, concierge, and bell staff to ensure an optimal level of guest service and hospitality.
Work with department heads to support smooth operations and an efficient guest experience.
Monitor guest satisfaction scores and brand standards, and work to improve departmental and overall guest satisfaction.
Monitor and maintain front office systems and equipment to ensure optimum performance.
Create measurable action plans to address guest-service deficiencies.
Handle guest complaints and resolve issues in a timely manner.
Perform other duties requested by management or needed by the department.
Extend professionalism and courtesy to guests at all times.
Motivate and encourage staff to resolve guest-related concerns.
Provide excellent customer service by being readily available and approachable to guests.
Take proactive approaches when addressing guest concerns.
Help employees understand guests’ changing needs and expectations and how to exceed them.