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Resorts - Guest Services Manager - MountainLoft Resort in Gatlinburg, TN by Bluegreen Vacations

Date Posted: 4/4/2019

Job Snapshot

Job Description

The Manager, Guest Services IV is responsible for all operations related to the Front Desk. They oversee inventory and rate management to maximize revenues; maintains guest service standards and ensures owner and guest satisfaction. The Manager is also responsible for ensuring compliance with established policies, procedures and systems.

Specific Duties, Activities and Responsibilties: 

  • Interviews, hires, trains, schedules, coaches, counsels, and disciplines associates and perform annual Performance Evaluations.
    • Responsible for efficient daily operation of Guest Services, while adhering to budget guidelines.
    • Maintains adequate and accurate room inventory. Monitors availability and reservations regrets.
    • Coordinates package offerings with the DOS and liaison of CVR and Spa website.
    • Manages rental rates in 45-day window. Serves as the Yield Manager for the property.
    • Monitors compliance with Attendance and all other Bluegreen policies.
    • Responds to guest questions, concerns, comments, and requests promptly, courteously and professionally.
    • Manages the Medallia alerts and comments.
    • Develops, implements and maintains associate incentive and reward program(s).
    • Ensures that associates complete daily responsibilities and maintain the quality of guest satisfaction.
    • Completes and reconciles all EOM reports as needed for financial reporting.
    • Communicates effectively with all other departments, including sales and marketing.
    • Monitors Accounts Receivable billing.
    • Verifies nightly audits to ensure all financial controls are being met.
    • Monitors and codes all invoices related to Guest Services operations.
    • Shares Manager on Duty shift responsibility.
    • Delegates duties and responsibilities to Guest Services Supervisors when appropriate.
    • Develops succession plan for the Front Office.
     

Job Requirements

  • Bachelor’s Degree or equivalent experience
  • 6+ Years in customer service, 2 years leading a property of 500+ units with average yearly occupancy of 80% or greater
  • 4 years of experience in a leadership capacity w direct responsibility for a team of 20+ associates.
  • Proven track record in attracting, coaching, mentoring and developing top talent
  • MSOffice; knowledge of HR policies and procedures; Knowledge of (invoice & accounting systems) Coupa knowledge and preparation of Budget; Forecasting; Productivity; Checkbook; scheduling.
  • Ability to manage according to business levels.
  • Knowledge of CPAR and balance day; Revenue Management
  • Strong problem resolution skills
  • Presentations Skills
  • Ability to make managerial decisions; Assume responsibility for personal growth and development; acts professionally setting an example of proper standards for all associates.

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