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Resorts - Guest Services Manager - Eilan Hotel and Spa in San Antonio, TX by Bluegreen Vacations

Date Posted: 5/14/2019

Job Snapshot

Job Description

The purpose of the Guest Services Manager is to manage the daily operations of the Front Desk. The responsibilities include guest check in/out, reservations management, night audit, guest service, shift work accounting, key control management, execution of Bluegreen company standards such as H3 and Share Happiness. The front desk is responsible to answer phones properly and respond appropriately to all guest requests as per Bluegreen Standards. The Guest Services Manager is to fully understand and execute on all Quality Assurance standards including all Safety Standards. This position is responsible for maintaining proper working relationships between the front desk and all other departments. As the Guest Services Manager you must be visible, and able to work all shifts as the business needs dictates inlcuding heavy check in/out days. Responsible for hiring, training, coaching, annual appraisals and managing a staff of 10 or more.

• Responsible for efficient daily operation of Guest Services, while adhering to budget guidelines.
• Maintain adequate and accurate room inventory.
• Responsible for managing rental rates in 45-day window.
• Monitor compliance with Attendance and all other Bluegreen policies.
• Respond to guest questions, concerns, comments, and requests promptly, courteously and professionally
• Develop, implement, and maintain associate incentive and reward program(s).
• Ensure that associates complete daily responsibilities and maintain the quality of guest satisfaction.
• Ensure appropriate staffing levels necessary for maintaining excellent guest service standards.
• Complete and reconcile all EOM reports as needed for financial reporting.
• Communicate effectively with all other departments, including sales and marketing.
• Monitor Accounts Receivable billing.
• Verify audits to ensure all financial controls are being met.
• Monitor and code all invoices related to Guest Services operations.
• Manager on Duty shift responsibility.
• Delegate duties and responsibilities to Guest Services Supervisors when appropriate.
• Develop succession plan for the Front Office.
• Other duties as assigned.


Job Requirements

High school diploma or equivalent (G.E.D.)
FD Supervisor - 2 years
Management - 2 years in a hotel/resort/timeshare environment
Knowledge of daily operations of front desk, reservations, yield management and problem resolution. Must have excellent interpersonal skills when dealing with associates and Guests/Owners. Need to have the ability to supervise a staff of 8-12 associates. Knowledge of Vacation Ownership is not required but preferred. Proficient in Microsoft Excel, Word and Outlook. Possess a strong commitment to customer service at a high level.
Must be able to work independently; Must be able to interact with a wide range of people; detail oriented with strong analytical and problem solving skills; exhibit the ability to think strategically and possess strong organizational skills. Strong interpersonal communication skills are a must to deal effectively with all levels within the organization.

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