This site uses cookies. To find out more, see our Cookies Policy

Resorts - Guest Services Manager - Orlando Sunshine in Orlando, FL by Bluegreen Vacations

Date Posted: 4/30/2018

Job Snapshot

Job Description

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

Responsibilities:

• Interview, hire, train, schedule, coach, counsel, and discipline associates and perform annual Performance Evaluations.
• Responsible for efficient daily operation of Guest Services, while adhering to budget guidelines.
• Financial Management of Departmental Budget.
• Maintain adequate and accurate room inventory. Monitors availability and reservations regrets.
• Coordinates package offerings with the DOS and liaison of CVR and Spa website.
• Responsible for managing rental rates in 45-day window. Yield Manager for the property.
• Monitor compliance with Attendance and all other Bluegreen policies.
• Respond to guest questions, concerns, comments, and requests promptly, courteously and professionally. Manages the Medallia alerts and comments.
• 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 nightly 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.


~UP

Job Requirements

• Associate's Degree or 2 year technical certificate.
• 4+ years in Hotel/Resort management required.
• Timeshare industry experience preferred.
• Must have hotel operation experience and be knowledgeable about yield rate management.
• Should be familiar with the daily operations of the front office, including room reservations.
• Must have extensive problem resolution and customer service knowledge.
• Must be able to effectively manage a team of 15-25 people.
• Proficient knowledge of Microsoft Word, Excel, PowerPoint, Outlook.
• Knowledge of PMS.
• Must be able to handle multiple tasks and oversee multiple projects in various departments.
• Must have strong verbal and written communication skills
• Be self-motivated, detail-oriented and able to delegate work assignments in an organized fashion.
• Able to anticipate and assess guests needs and is sociable and outgoing with people.
• Willing and able to perform all front office job duties.
• Willing and able to comply with and enforce company and resort policies and procedures.
• Remain calm and composed in demanding and stressful work situations.
• Be flexible or adaptable under changing conditions, priorities, and unexpected situations.
• Have a positive disposition, thriving on ambiguity, openness to differences, patience, visionary leadership, strategic thinking and execution.
• Ability to stand long periods of time during shifts, pull, push, carry up to 20 Lbs.
• Ability to work a flexible schedule to include days, nights, overnights, weekends and holidays as business demands.

CHECK OUT OUR SIMILAR JOBS

  1. Administrative Jobs
  2. Bookkeeper Jobs