Resorts - Guest Services Manager - Shenandoah in Gordonsville, VA by Bluegreen Vacations

Date Posted: 8/11/2018

Job Snapshot

Job Description

The Manager of Guest Services IV 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.

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.
• Maintain adequate and accurate room inventory. Monitors availability and reservations regrets.
• Respond to guest questions, concerns, comments, and requests promptly, courteously and professionally.
• Manages the Medallia alerts and comments
• 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.

~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.
Proficient knowledge of MS Office

~UP

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