Guest Services Manager- Wyndham Vacation Rentals

Responsible for the training and supervision of Guest Services personnel. Maintain data on past/future room occupancy and other pertinent information. Maintain correspondence and accurate records/files for the property. Inform other departments of occupancy counts or changes. Addresses and resolves customer inquiries and complaints.

Prepare and be accountable for the annual budget for front desk, concierge and guest attendant functions.

Ensure front desk operations are functioning according to Wyndham Vacation Rentals' (WVR) policies and procedures. Check for accuracy all daily/monthly reports processed by front desk.

Schedule guest service and concierge. Work closely with food and beverage, administration, housekeeping, and maintenance departments, keeping them informed of occupancy forecasts and changes.

Hire, discharge, and motivate employees. Responsible for ensuring that all employees are trained and knowledgeable in providing premium guest service, and that all work is being completed in a timely and accurate manner.

Keep Guest Services informed on WVR policies and procedures. Conduct employee reviews and performance evaluations.

Deal efficiently with customer complaints. Ensure "special arrangement" requests by the guests are carried out. Monitor all guest services' personnel for courteousness and manner.

Handle emergency situations.

Follow-up on evening (after hours) work orders for Housekeeping.

Order needed supplies for guest services related departments. Oversee uniforms for staff. Purchase reception amenities, etc. Monitor employee recognition programs and prizes. Oversee vendor activities.

Perform Guest Services Representative duties as required.

Education: High School Diploma or GED. College degree in Business or Hospitality Management preferred.

Experience: Minimum five years experience in guest and/or customer services with minimum of 3 year supervisory experience strongly preferred.