Guest Services Manager
Company:
Wapato Point Management Company
Job Description:
Full-Time, Year-Round position
Pay Range: $50,000-$60,000 per year DOE
The Guest Services Manager oversees the daily operations of the front desk and kiosk staff, including reservations and recreation activities. Responsible for maintaining effective working relationships between the front desk, kiosk, and all other departments. The Guest Services Manager must be visible and able to work all shifts, as needs dictate. The Guest Service Manager hires, trains, and supervises a staff of 5 -6 employees and leads the team in creating a warm, inviting, and memorable experience for owners and guests.
Essential Duties and Responsibilities
• Supervises front desk and kiosk staff.
• Schedules personnel work assignments.
• Maintains a high and visible professional profile by being present and available to staff during peak check-in and check-out days and hours.
• Prepares and maintains records and reports related to reservation and recreation, including expenditures, schedules, and other activities. Monitors expenditures in accordance with company policies and budget.
• Ensures staff’s commitment to maintaining excellent customer service through observation, communication, and recognition.
• Ensures all performance standards meet or exceed expectations.
• Ensures all operational processes are followed.
• Performs folio research, posting and any related cash handling issues and investigates discrepancies.
• Performs hiring, training, and motivation of personnel.
• Ensures timely verbal and written communication.
• Recognizes and rewards excellent performance.
• Serves as a role model, develops talent, and provides staff support in handling complex situations.
• Coach and counsel employees, providing timely and pro-active feedback on their performance; leads by example.
• Manages personnel issues of staff members including approval of timecards, annual performance evaluations, corrective actions and termination paperwork.
• Responsible for ensuring that all safety procedures are followed, safety rules are adhered to and immediate attention is given to any unsafe conditions.
Other Duties and Responsibilities
• Conveys accurate information to housekeeping, maintenance, safety services and other
departments.
• Assists with special projects as assigned.
• Attend and prepare for meetings as needed.
Education and Experience
High School diploma or equivalent and three to five (3-5) years of hotel/resort front desk management/supervisory experience and/or Associates Degree in Hospitality or Business Management.
Knowledge, Skills, and Abilities
• Working knowledge of training, supervising, and evaluating employees.
• Excellent interpersonal skills when dealing with associates and guests/owners.
• Ability to work independently.
• Ability to acquire and maintain comprehensive knowledge of resort policies, procedures and operations and ensure communication of relevant information as required.
• Ability to respond orally and in writing to owners, guests, co-workers, and vendors in a timely, considerate, and professional manner.
• Ability to provide an unsurpassed level of owner and guest satisfaction.
• Ability to promote teamwork.
• Ability to demonstrate sound judgment and excellent problem-solving skills.
• Ability to demonstrate exceptional verbal and written communication skills.
• Knowledge of RCI and Interval International programs a plus.
• Ability to effectively use computer software, including Microsoft Windows, Excel, Word and Outlook.
Financial Responsibilities
Collect payment for purchases/rentals.
External Contacts
Owners/guests, contractors, and vendors.
Other Requirements
Perform additional duties as required. Report to work with a neat and clean appearance.
Contact:
Kristina Barker
Phone: (509) 687-9511