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Resorts - Guest Services Manager - King St 583 in Charleston, SC by Bluegreen Vacations

Date Posted: 2/11/2019

Job Snapshot

Job Description

Purpose: The Manager, Guest Services I manages the daily operations of the Guest Services Department, including reservations, inbound calls and coordination with other departments for optimum owner satisfaction and maximum inventory and rate management.

Specific Duties, Activities and Responsibilties: 

  • Maintains proper working relationships between Guest Service & Night Audit associates and all other departments.
  • Responsible for hiring, training, and managing the Guest Services staff. Responsibilities include recruiting, training, and continued professional development. Coaches, counsels, and develops a staff
  • Performs appraisals of all staff as outlined in SOPs.
  • Organizes monthly meetings and performs follow up to staff.
  • Creates work schedules to meet the needs of the resort.
  • Manages the resort inventory to attain the highest yield per resort objectives. Conduct weekly yield meetings.
  • Trains Guest Service & Night Audit Associates on proper reservation processes and procedures. Manages budgets by implementing proper Guest Service inventory controls.
  • Implements and maintains proper guest and owner relation programs. Responsible for follow up to all guest and owners with satisfaction issues.
  • Maintains the resort comment card and other grading system standards.
  • Completes and reconciles EOM reports as needed for financial reporting.
  • Verifies nightly audits to ensure all financial controls are being met.
  • Develops and maintains progress reports and program tracking for management review.
  • Delegates duties and responsibilities to Guest Services Supervisors when appropriate.

Job Requirements

  • High School Diploma or equivalent (G.E.D.)
  • 1 year of Front Desk Supervisor experience. Must have hotel operation experience and be knowledgeable about yield rate management.
  • Must be familiar with the daily operations of the front office, including room reservations.Extensive problem resolution and customer service knowledge. Ability to effectively lead a team of 4 or more associates. Proficient knowledge of MSOffice Suite. Knowledge of PMS.
  • Strong verbal and written communication skills.
  • Self-motivated, detail-oriented and able to delegate work assignments in an organized fashion.
  • Ability to anticipate and assess guests needs and is sociable and outgoing with people.
  • Willing and able to perform all front office job duties
  • Remain calm and composed in demanding and stressful work situations.
  • Flexible or adaptable under changing conditions, priorities, and unexpected situations.
  • Maintain a positive disposition, thriving on ambiguity, openness to differences, patience, visionary leadership, strategic thinking and execution.

Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members.  Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool.  We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW

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