Guest Services Manager

Opal Key Resort & Marina•Key West, FL

About The Position

We are looking for a highly organized candidate with excellent people skills for the position of Guest Services Manager. As part of the initial first 10 minutes of a guests experience, the Guest Services Manager is responsible for making lasting first impressions, starting with the warm welcome/welcome back, owning each interaction and representing the company as if it is their own. In addition to undertaking various procedural and administrative duties, dealing with and diffusing conflict or tension is also a critical skill we are looking for. The Guest Service Manager is responsible for the training of new Front Desk team members, as well as assisting in the supervision of Front Desk, PBX, Bellstand, Afternoon Security. The Guest Services Manager will have tremendous patience when dealing with guests and be able to train and guide Front Desk Agents according to policy and best practices.

Requirements

High school diploma or GED required, Bachelor's degree preferred
Minimum of 2 years supervisory experience
Previous customer service experience
Exceptional interpersonal skills
Excellent written and verbal communication
Time management and organizational skills
Conflict resolution experience
Patience and good listening skills

Responsibilities

Greeting guests upon arrival and making them feel welcome
Recognizing repeat, VIP status and/or loyalty
Administering check-ins and check-outs
Providing front desk services to guests
Performing the role of Manager on Duty
Assigning rooms and taking care of administrative duties
Processing guest payments
Coordinating with bell service and staff management
Being a source of information to guests on various matters such as transport and restaurant advice
Accommodating general and unique requests
Diffusing conflict or tense situations with guests, handling guest opportunities
Training new Front Desk Agents