Guest Services Manager

Position Summary:

To provide prompt, courteous service to guests and familiarize all incoming guests to the Residence Club. Provide daily supervision and guidance to various departments within the Front Office. Establish high standards of conduct to maintain a professional image to our guests. Responsible for the overall satisfaction of our guests. Resolves guest complaints, concerns, and disputes in a timely manner.

Responsibilities:

• Managing all front of house staff in support of Front Office Manager
• Communicate daily with Front Office Manager and Club Manager on day-to-day operations, including any issues with owners or team members that need attention
• Weekly Schedule, labor expense management
• Assist with Owner Reservations
• Arrange daily transportation scheduling (airport) on other managers off days
• Manage vehicle fleet
• Interviewing, hiring new team members
• Train new employees on property and property procedures. Follow our Concierge training manual with daily training schedules and add on/update the manual as you see fit.
• Be knowledgeable of all upcoming arrivals.
• Motivate, reward and discipline team members as needed – resolve staff issues or conflicts
• Maintain adequate stock of supplies – Order coffee, storeroom items, lobby fruit, coffee creamer.
• Respond to all emergency situations, and know all the safety and emergency procedures and how to act upon them
• Responsible for making sure new employees have updated DMV reports, and have been trained on in town drop-offs
• Maintain a clean, neat, and professional work area (including lobby/front desk area, all common areas)
• Team member morale – keeping team happy, addressing problem situations.
• Assist in yearly performance reviews
• Weekly back-to-back report, organize our Saturday schedule, flow
• Help make sure there are no team members with food or beverages in the lobby. Make sure the hallway is clean and no crumbs, beverages outside of the cabinet
• Always keep your eyes in the bell closets. Look over packages in bell one, items in bell 2 etc. We constantly forget to put packages in guest rooms upon arrival and knowing the inventory of these closets will help tremendously

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.