Guest Services Manager

Reunion Resort and Golf Club•Kissimmee, FL

About The Position

Reunion Resort and Golf Club allows you to experience a Florida lifestyle like no other. Reunion Resort offers an endless array of features to explore including, three signature golf courses, a 5-acre water park with a lazy river, pickleball and tennis courts, 7 food and beverage outlets, bocce ball, mini golf, and fitness centers. The core of hospitality means serving others with genuine care; and we ensure that genuine care starts with each other. Our passion is to serve! We lead the industry in service excellence with the firm belief that an environment of growth generates better business outcomes. We foster open communication and innovation as the cornerstone of our workplace while implementation cross-utilization, career growth, and on-the-job training as part of our business model for the best results possible. Our Mission is to empower team members in delivering genuine, personal service providing a home away from home experience for resort guests and members alike. Our Vision is to be Florida’s leading resort destination for exclusive golf, unique amenities and lifestyle experiences. Reunion Resort and Golf Club offers comprehensive medical, dental, and vision insurance at 30 days of employment, 401K with employer match, PTO after 6 months of employment (FT employees), employee discounts and much more!

Requirements

Position requires flexibility in scheduling including AM/PM shifts, weekends, and holidays
Must have attention to detail, strong ability to multi-task, and time-management skills
Experience of at least 3 years in a supervisory/management role is required.
Must have strong verbal and written communication skills
Must be proficient in Microsoft software
Must be able to sit, stand, and walk for long periods of time.
Must be able to complete repetitive motions throughout shift such as reaching, pushing, pulling, lifting, carrying, etc.
Must be able to sit, stand, walk, and run for long periods of time.
Must be able to complete repetitive motions throughout shift such as reaching, pushing, pulling, lifting, carrying, etc.
Must be able to lift, push, carry, and pull at least 50lbs.
Exposure to various types of Florida weather conditions including: sunshine, heat, and rain.

Nice To Haves

Large luxury resort and/or timeshare experience is a plus.
Bachelor’s degree in business or related field is preferred

Responsibilities

Assist with operations for the guest services department
Provide exceptional customer service while acting as an information source for dining, attraction, and shop options on and off property
Ensure employees are kept up-to-date with any operational changes, events, outlet operation hours, etc.
Manage activities related to operation and guest services programs such as resort facilities, guest’s check-in and check-out process, valet, transportation, concierge, rentals, night audit procedures and guest relations.
Adhere to Reunion Resort and Golf Club company procedures and policies and ensure they are being followed by employees
Assist department with any guest and member complaints/concerns and keep open communication with all departments
Promptly greet and welcome guests, while effectively managing and promoting exceptional experiences, and creating positive first impressions that build loyalty amongst guests.
Supervise, motivate, and engage employees, and provide training and direction as necessary.
Conduct pre-shift meetings to review daily information and business at hand.
Assist with recruiting, interviewing, hiring, training, and counseling of staff.
Get to know and personally deal with regular member/guests.
Maintain operational knowledge of all guest services related management information systems.
Communicate closely with housekeeping, engineering, security and other departments as needed.
Inspect all common areas for cleanliness and take corrective action when needed.
Perform pop-up inspections on units to ensure that staff is consistent in their job duties.
Effectively facilitate guest service recovery actions to ensure guest satisfaction.
Ensure that guest services accounting policies and procedures are trained and followed.
Ensure that charges are getting posted to the correct general ledger codes and accounts.
Review group resumes and billing instructions.
Assist in the reconciliation of guest disputes.
Review VIPS, inspect the units and ensure amenities are placed as needed.
Assist and support the professional development of department Team Members through formal and informal training opportunities.
Responsible for monitoring and managing department payroll to ensure adherence to local, state and federal regulations.
Check duty rosters in allocated areas, ensure coverage and monitors timekeeping and absenteeism.
Make sure all POS procedures and processes are adhered to at all times.
Regularly check all areas for maintenance requirements and follow up.
Maintain professional and cooperative communication with co-workers and management.
Attend all meetings on property when presence is requested.
Completing any other task/duties assigned