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

Date Posted: 6/13/2019

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.

• 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.


Job Requirements

• Associate's Degree or 2 year technical certificate
• Minimum Experience: 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.
• 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.
• 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.

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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