Guest Services Manager - WorldMark Portland

Travel + Leisure Co.•Portland, OR

22d

About The Position

The Guest Services Manager manages all aspects of front desk operations, using customer-relations and leadership skills to make timely decisions and resolve problems. The role is responsible for delivering a high-quality guest experience while maintaining compliance with quality and financial standards. The manager oversees the daily Guest Service Department, maintains positive relationships with owners, guests, the HOA, and operational departments, and handles guest concerns through written, phone, and in-person communication. The role develops processes based on guest and associate survey results; hires, trains, motivates, coaches, and develops associates; and manages staffing, scheduling, payroll costs, and team communications. The position also oversees reservations, room inventory and occupancy, guest accounts and payment authorization, and requirements for incoming groups. Additional responsibilities include managing internal audits and departmental compliance with quality assurance, loss-prevention, and safety procedures; preparing and managing the department budget; controlling costs and retail inventory; and performing other duties as needed.

Requirements

College degree preferred, or equivalent training or experience.
Valid driver’s license.
CPR certification, or ability to obtain it within six months of hire.
Understanding of resort financials.
Demonstrated ability to work under pressure.
Strong leadership skills, including the ability to coach, mentor, train, and develop staff.
Excellent verbal and written communication skills.
Ability to accurately follow verbal and written instructions.
Ability to maintain confidential information.
Detail-oriented.
Working knowledge of computer software programs.
Working knowledge of property management systems.
Two to three years of management experience; the posting also states “3+ at Resort II III.”
Three to five years of hospitality customer service experience.

Nice To Haves

College degree.

Responsibilities

Oversee daily Guest Service Department operations and maintain positive relations with owners, guests, the HOA, and operational departments.
Provide guest service, assistance, and resolution through written, phone, and face-to-face communication.
Evaluate guest and associate survey data and develop processes to improve guest experience and associate satisfaction.
Hire, train, motivate, recognize, coach, and develop guest service associates through incentives and training plans.
Ensure appropriate staffing and scheduling, control payroll costs, and communicate priorities in daily and weekly meetings.
Coordinate and verify guest reservation information and manage room inventory to achieve high occupancy.
Manage guest accounts to ensure correct rates, required rate authorization, and payment methods.
Review incoming groups to ensure room-blocking and front-office requirements are met, and relay information to staff.
Own and manage the Internal Audit process and ensure compliance with quality assurance, loss-prevention, and safety standards and procedures.
Prepare the annual department budget, identify cost reductions and operational improvements, explain variances, and analyze expense data.
Maintain cost control and the appearance of retail inventory.
Perform other duties as needed.

Benefits

Medical coverage
Dental coverage
Vision coverage
Flexible spending accounts
Life and accident coverage
Disability coverage
Paid time off, depending on position
Parental leave, depending on position
Paid holidays, depending on position
Paid volunteer time through a Wish Day to volunteer with an approved organization
401(k) with employer match, subject to eligibility requirements
Legal and identity theft plan
Voluntary income protection benefits
Wellness program, subject to provider availability
Employee Assistance Program