Guest Services Manager / Operations Manager

Treasure Island Beach Resort•Treasure Island, FL

11h

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 role oversees front desk, concierge, and bell staff and works with department heads to support efficient operations and a smooth guest experience. The manager helps maintain service standards, improve guest satisfaction, resolve concerns, and support associates in delivering hospitality consistent with the resort’s standards and core values. Previous management experience is required.

Requirements

Previous management experience is required.
Intermediate knowledge of overall hotel operations.
A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, plus 2 years of experience in guest services, front desk, housekeeping, or a related professional area.

Nice To Haves

An associate or bachelor’s degree is preferred.

Responsibilities

Assist with the operational and financial management of the property.
Interview, select, train, schedule, coach, and support associates, ensuring they work in accordance with brand or hotel standards and core values.
Create new standard operating procedures and checklists to support smooth operations.
Oversee front desk, concierge, and bell staff to ensure an optimal level of guest service and hospitality.
Work with department heads to support efficient operations and a smooth guest experience.
Monitor guest satisfaction scores and brand standards, and work to increase departmental and overall guest satisfaction.
Monitor and maintain front office systems and equipment for optimum performance.
Create specific, measurable, achievable, realistic, and timely action plans to address guest service deficiencies.
Handle guest complaints and resolve issues in a timely manner.
Perform other duties as 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 and remain available and approachable to guests.
Take proactive approaches to guest concerns.
Help employees understand guests’ changing needs and expectations and how to exceed them.