Guest services manager job description

The Guest Services Manager is a key leadership position with a critical role in the fulfillment of the Whitewater Center’s brand promise of delivering high-quality experiences. Among other responsibilities, the Guest Services Department serves as the point of contact or concierge for all guests at any time. The Guest Services Manager leads a team of full-time, year-round, and seasonal staff. Quality staff recruitment, training, and coaching are critical to the success of this role, along with effective problem solving, and strategic, goal-driven thinking. This position is a full-time, benefits-eligible, on-site position that reports to the Director of Operations.
Responsibilities
Oversee the operation of various guest services locations and processes including pass sales, gear rentals, equipment storage, security, parking, custodial services, guest feedback, and inquiries Support processes and procedures to ensure cleanliness, quality, consistent guest service delivery, and staff productivity Manage first encounters with guests, and act as a first responder to guest needs and issues Maintain an awareness of how the brand is being represented and pursue meeting the brand promise Facilitate interdepartmental communication to coordinate and maintain high-quality guest experiences Coordinate with third-party custodial and security teams Manage an efficient operation, demonstrate fiscal awareness, and ensure effective execution of tasks and utilization of resources Oversee the recruiting, training, scheduling, coaching, disciplining, and day-to-day management of Guest Services staff Ensure staff create a friendly and welcoming atmosphere for all guests and have in-depth knowledge of the organization, products, and services offered


Requirements


A Bachelor’s Degree in Business, Hospitality, Management, or another related field is preferred 5 years of management-level experience in guest services, customer service, or the hospitality industry is preferred Experience with P&L management Excellent customer service and communication skills Ability to work well under pressure in a calm, mature, process-driven manner Ability to process unique circumstances and provide a positive resolution Maintain a flexible schedule for varied workweeks and regular availability to work nights, weekends, and holidays


Physical Demands
Must be able to safely self-transport over uneven terrain or in a confined space Must be able to stand for sustained periods of time Must be able to lift and move at least 25 pounds Comfortable with physically demanding duties related to the team’s area of focus


Benefits
Access to Whitewater Center's pass activities
Staff discount program and pro deals
Health, Dental, Vision, FSA
401K
Paid Time Off



Overview of Department
The Guest Services Department is responsible for creating a friendly and welcoming atmosphere for all guests. The department provides exceptional customer care and clear communication with guests. Guest Services manages event production, private groups, retail operations, and all pass sales at the Whitewater Center.
Working at Whitewater
Whitewater’s mission is rooted in the belief that we all share a genetic code that compels us to play outside and share these experiences with others. This mission is accomplished through promoting access and opportunities to play outside and bring people together. Our approach is simple: Make it compelling and easy to engage with nature and invite others to join.
Legal Disclosures
The Whitewater Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Whitewater Center complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. The Whitewater Center is an employer that participates in the E-Verify program.

The Guest Services Manager for PGA National Resort is responsible for ensuring guest satisfaction. This position coordinates communications with our housekeeping, valet, and sales managers to ensure that every guest has an exceptional experience throughout their stay
+ Ensuring that the check-in and check-out process runs as smoothly as possible.

+ Responding to requests or complaints made by guests in a professional and polite manner in order to guarantee customer satisfaction.

+ Hiring and training staff in matters of professional conduct, and ensuring that there is enough staff at all times by organizing staffing schedules efficiently.

+ Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise.

+ Understanding what guest expectations are and anticipating problems in order to prevent complaints.

+ Acting as a link between guests and hotel management.

+ Understanding safety and emergency procedures

+ Directs and coordinates various services related to operations as required.

+ Represents hotel in professional contact with general public.

+ Adheres to, monitors, and enforces compliance with all hotel and company policies, procedures, and standards; provides clear direction in advising and instructing staff in details of work.

+ Performs administrative duties, including but not limited to: reading, analyzing, and compiling reports; communicating verbally and in writing with internal customers, external customers, vendors, and corporate staff; and registering, assigning rooms to, and checking out guests.

+ Ensures the highest standards of guest relations, satisfaction, and contact.

+ Performs any other duties and responsibilities as assigned.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

• Manages the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided.
• Coordinates and resolves problems arising from owner/guest concerns with a dedication to satisfying every guest/owner.
• Leads and accounts for the accurate collection of monies due to the property.
• Handles night audit activity and the preparation of weekly accounting reports ensuring property operations meets internal audit standards.
• Ensures the provision of special services to owners and guests.
• Manages personnel functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay and recognition.
• Maintains a positive cooperative work environment between staff and management. Helps develop management talent by acting as a mentor for direct reports.
• Promotes team member empowerment. Ensures team members fully understand performance standards, uniforms and appearance standards.
• Monitors payroll hours and reports. Attends management meetings and conducts departmental meetings.
• Routinely inspects department to ensure that equipment is in proper working condition and supplies are stocked. Serves as liaison with the rental and sales departments.
• Assists with owner and guest activities and recreation as required by management.
• Leads key control procedures.
• May be required to do other duties and special projects as assigned by the general manager.

We offer an excellent benefit package to our full-time Team Members that include medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits!

Qualifications

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company's success are our Team Members. To fulfill this role optimally, you must possess the following minimum qualifications and experience:

• Minimum of five years direct Front Desk or Front Office operations experience in a hospitality environment
• At least 2-3 years of supervisory or managerial experience
• It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
• BA/BS/Bachelor's Degree

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.