Guest Services Manager

Capital Vacations•Ormond Beach, FL

4d•Onsite

About The Position

The Guest Services Manager manages the daily operations of the front office, rooms control, and PBX, while maintaining positive working relationships with all other departments. This role supports the vision and goals of the General Manager and assists in creating and implementing new service initiatives. The manager is a hands-on leader and a visible front office team member who leads by example, monitors departmental service levels, and identifies areas for process improvement to enhance the guest experience. Responsibilities include internal audits for compliance with corporate SOPs and QA standards, staff development, and serving as Manager on Duty as needed. The role involves working all shifts as dictated by business needs and performing other duties as assigned by the Resort Manager, such as training, scheduling, coaching, counseling, disciplinary actions, conducting meetings, completing monthly reporting, assisting with inventory management, and leading the front office staff. The position also requires working the front desk as needed, handling guest check-ins/outs, answering phones, and addressing guest comments and concerns. Additionally, the role assists in managing the resort's room matrix, discrepant reservations, and maintaining inventory, monitors front desk controls, cash drawers, key inventories, codes payables, and distributes invoices. The manager is also responsible for following up on maintenance/housekeeping requests and ensuring guest satisfaction by responding to guest needs and leading the team in handling guest concerns. The role operates under the General Statement of performing the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, while ensuring confidentiality, reliability, quality, and productivity.

Requirements

High School Diploma/GED
Minimum 3 years of Front Desk experience in hotel/resort operations, preferably in vacation ownership
Exceptional communication and leadership skills
Excellent interpersonal skills when dealing with guests, Team Members, and the general public
Good work ethic
Knowledge of daily operations of the front desk, reservations, and problem resolution
Ability to supervise, train and mentor Team Members
Ability to analyze customer needs and assist in resolving all customer challenges and stressful situations
Strong interpersonal and organizational skills
Effective oral and written communication skills coupled with strong interpersonal skills
Demonstrated ability to manage multiple functions and multitask

Nice To Haves

Previous AGM experience preferred
AS400/TSW experience preferred
Knowledge of Vacation Ownership is preferred

Responsibilities

Manages the daily operations of the front office, rooms control, and PBX.
Maintains positive working relationships with all other departments.
Supports the vision and goals of the General Manager and assists in creating and implementing new service initiatives.
Monitors departmental service levels and acts accordingly.
Identifies areas of opportunity to improve processes and procedures to elevate the overall guest experience.
Responsible for internal audits to ensure compliance with corporate SOPs and QA standards.
Responsible for staff development.
Serves as Manager on Duty as needed.
Works all shifts as need dictates.
Responsible for training, scheduling, coaching, and counseling, disciplinary action, conducting meetings, completing monthly reporting, assisting in inventory management, and leading the front office staff.
Works front desk as needed, checking in/out, answering phones and handling guest comments and concerns.
Assists in the management of the resort’s room matrix, discrepant reservations, and maintaining inventory.
Monitors front desk controls, cash drawers, change given, and key inventories, codes payables and distributes invoices.
Provides follow up of maintenance/ housekeeping requests.
Ensures the satisfaction of all guests by responding to guests needs, leading other Team Members in handling guests’ concerns.
Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.