Resorts - Guest Services Manager - Patrick Henry Square in Williamsburg, VA by Bluegreen Vacations

Date Posted: 1/16/2020

Job Snapshot

Job Description


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

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
• 2 years supervisory experience
• 4 years Guest Services Experience
• Attend 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

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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