Guest Services Manager

LATOUR HOTELS & RESORTS, INC.•Charleston, SC

2d•Onsite

About The Position

The Guest Service Manager coordinates the activities of the resort personnel as directed by the General Manager and assists them with the management of resort operations. The success of this position comes from ensuring that owners and guests are provided with a memorable vacation experience and exceptional service.

Requirements

Associate degree or equivalent experience.
At least three years of management experience in customer service, preferably within the hospitality industry.
Able to handle stress in a fast-paced work environment.
Adaptable, flexible and able to multi-task.
Able to effectively deal with internal and external guests, some of whom will require levels of patience and tact to defuse anger, collect factual information and resolve conflict.
Able to exercise good judgment in making decisions.
Able to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented.
Active listening
Oral Communication
Judgment
Management Skills
Relationship Building
Training

Nice To Haves

Special consideration will be given to internal candidates with proven progressive leadership abilities or candidates with prior vacation ownership/timeshare knowledge.
Experience with Choice Hotels a Plus.

Responsibilities

Manages the Front Desk operation, consistent with standard operating procedures.
Quickly and effectively establishes rapport with owners, guests, and staff.
Maintains a positive working relationship and open line of communication with the Board of Directors, Owners, Guests, and Sales/Marketing to ensure high levels of Customer satisfaction.
Coordinates and verifies timeshare exchange information and oversees the compilation of weekly reservations and occupancy statistics.
Responsible for monitoring of rooms inventory, rates, plan availability, and area competition.
Analyzes demand, occupancy, and seasonal forecasts as part of being responsible for yield and rate management.
Ensures reservation and billing accuracy.
Acts as the manager on duty when the General Manager is off site.
Hires, trains, and supervises guest service and front desk employees, providing guidance and assistance as needed.
Schedules department staff to support occupancy and other resort functions.
Monitors overtime, payroll and expenses to meet or fall below budget.
Communicates essential information to other resort departments and ensures logs are kept to document guest service calls.
Respond to escalated questions and concerns from both owners and guests as needed or required to support their team.
Monitor guest satisfaction processes and feedback through comment cards and online surveys.
Proactive provide hands-on support during peak business times.
Provide evaluations, coaching and development for Guest Services team members.
Prepare annual Guest Services Department budget and manage expenses within budget guidelines.
Act as Manager on Duty when Resort Management is not present.
May perform other job-related tasks to support the operation of the resort as assigned by management.