Manager of Guest Services

Holiday Inn Club Vacations looks for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships? We re looking for people like this to join our friendly, engaged, professional team.
POSITION SUMMARY:
The Manager of Guest Services is responsible for bringing the brand promise to life in all front-of-house service departments in small, stable resorts, typically less than 200 without sales centers. This position serves as a guest advocate and key advisor to the General Manager and is accountable for the operation of front desk, security and resort transportation. This person executes high level strategies and sets some of the priorities for functions under remit. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience and transportation experience and problem resolution.
ESSENTIAL FUNCTIONS AND TASKS: % of time
1. OUR PEOPLE
Development of PDPs, evaluation and active coaching to develop Brandhearted guest facing service delivery staff. Demonstrate a culture of learning and mentorship for continual performance development [Individual Performance management]
Evaluate and recommend adjustments to staffing and performance targets. Manage department engagement plans, talent review and succession planning. [Team performance & development] 40%
2 GUEST EXPERIENCE
Demonstrate Brandhearted leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure all special needs/requests of guests of all types are fulfilled. Respond to and follow up on all problem resolution cases. [Guest relations/satisfaction]
Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards. Actively model the brand behaviors in all aspects of the business. Balance the urgency of meeting budget goals with focus on team, individual, and brand success. [Brand culture]
Establish strategic guest service priorities and oversight of daily operational leadership of front desk, security operations, and transportation operations. Support downstream functional leaders as they implement and maintain consistent delivery of brand standards and Ways of Working. Apply brand problem resolution techniques to create Guest Love. [Guest services delivery]
In small-medium resorts, likely to serve as the Front Office Manager and may also serve as the Manager of Guest Experience in simple campus setting for stretch/growth opportunities.
Daily management/execution of well-defined strategies and programs developed by others with some adaptation. 40%
3. RESPONSIBLE BUSINESS
Lead teams in implementing, evaluating and improving programs and policies to maintain a safe and secure environment for guests, team members and resort assets in compliance with owner s policies and procedures, and regulatory requirements. [Safety/security leadership] 10%
4. FINANCIAL RETURNS 10%
Development of departmental budgets and allocation of resources to meet financial goals. [Budgeting, forecasting & planning]
Operate department successfully within budgetary guidelines.
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
SUPERVISORY RESPONSIBILITIES
Directly supervises supervisors (up to 2), and indirectly supervises all front line (up to 50)
Budget management potential of roughly $551k (HOA and developer)
May supervise or consult multiple locations in a geographic area.
QUALIFICATIONS
Demonstrated exceptional personal service delivery and problem resolution skills
Novice level mastery of Microsoft Office products.
Demonstrated ability to anticipate, prevent and solve complex problems, and deliver consistently high-quality results in a fast paced setting
Demonstrated professional verbal and written communication and presentation skills.
Driving record must qualify to drive company owned vehicles.
EDUCATION and/or EXPERIENCE
High School Diploma or GED equivalent required. Four year college degree preferred.
3 years customer facing service/hospitality
2 years leading front line staff
CERTIFICATES, LICENSES, REGISTRATIONS
CPR preferred
PHYSICAL DEMANDS
While performing the duties of this job, the employee may be required to sit or stand for extended periods of time.
Will be required to bend, twist, reach, push, pull, and operate office machinery.
Must be able to lift up to thirty (30) pounds.
Specific work assignments may change without notice.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.