Resorts - Guest Services Manager - Harbour Lights in Myrtle Beach, SC by Bluegreen Vacations

Date Posted: 9/7/2018

Job Snapshot

Job Description

The Guest Services Manager is responsible for the operation of the Front Desk, in-house reservations, and activities and tee times. This person will ensure that all operations are conducted in a smooth, efficient and productive manner.

Responsibilities:
Treating guest in a friendly and helpful way, recognizing owner/guest by name, providing information about resort amenities.
•Interviews, hire, motivate, coaches, counsels, and discipline Front Desk and Activities personnel and evaluates their performance.
•Work closely with all department managers to solve issues and bring them to closure.
•Exemplifies and role-models company values and programs (VIP, customer service, etc.)
•Ensures established quality service levels and standards are met.
•The ability to coach and counsel resort employees to ensure those standards, policies and procedures are being met. Will take disciplinary action when necessary
•Responsible for scheduling front office and activities personnel to ensure adequate coverage for guest check in/check out and resort activities.
•Monitors attendance and punctuality policies.
•Maintains adequate and accurate room inventory.
•Maintains departmental budget.
•Assist Resort Manager in Forecasting to include room revenue and operating expenses.
•Responds to guest questions, concerns, comments, and requests courteously and professionally.
•Ensures accuracy of all Front Desk/ Activity associates drops and assist in resolving such discrepancies.
•Provides initial on the job training for Front Desk associates including check in and check out of resort guests.
•Responsible for employees time management and controlling overtime.
•Develops, implements, and updates employee reward and recognition program and supports company wide recognition program.
•Attends and facilitates regularly scheduled department meetings.
•Works closely with the Night Manager, General Manager, administration assistant, and staff to ensure the successful operation of the Front Desk/Activities.

Job Requirements

High School Diploma or equivalent (GED)
2 years Supervisor
1 Year ManagementAttend required training session’s e.g., specific departmental training, Osha, Risk Management and Guest Relations. • Having a positive disposition, thriving on ambiguity, openness to differences, patience, visionary leadership, developing organizational talent/staff development, strategic thinking and execution.
- Must maintain a valid driver's license
- If at anytime the driver's license becomes invalid, suspended, revoked, or any other status other than valid the employee must notify their immediate manager or HR representative of the change of status.
Able to assess guest needs and is sociable and outgoing with people.
Willing and able to “pitch-in” and help co-workers with their job duties.
Willing and able to comply with and enforce resort policies and
procedures, including key control. Can remain calm or composed in demanding work situations. Can be flexible or adaptable under changing conditions, priorities, and unexpected situations.